About the Role

We support customers across (Africa) Zimbabwe, Lesotho, The Gambia, and Zambia and more... — but the job itself happens here, in Mauritius. You'll be the voice of the company across live chat, SMS, email, and phone: the person customers actually talk to when something's wrong, when they need an answer, or when they just want to know someone's paying attention.

But this role is more than reactive support. Every conversation is also a chance to make sure the customer knows what's available to them — a live promotion, a loyalty perk, a feature they haven't tried yet. You won't be running a sales script; you'll be genuinely useful, and part of being useful is making sure customers don't miss out on value that's already there for them.

English is our working language across the team. If you also speak Shona, Sesotho, Ndebele, or Nyanja, that's a genuine plus — it means you can connect with certain customers in a way that lands a little closer to home. But it's not a requirement, and this role is open to anyone based in Mauritius who can deliver excellent support in English.

What You'll Actually Be Doing

Handle the full conversation, wherever it happens
Customers reach us however's easiest for them — live chat, SMS, email, or a phone call. You'll move between channels smoothly, giving accurate answers about our products, policies, and services without making the customer repeat themselves.

Solve it, don't just log it
Most issues should end with you. Resolve what you can on the spot, with empathy and without a script-reading tone. When something needs another department, escalate it properly — and follow up to make sure it actually got fixed, not just passed along.

Spot the moment, make the offer
Every interaction is a chance to add value beyond the ticket. If a customer's eligible for a promotion, hasn't activated a loyalty benefit, or would clearly benefit from a feature they're not using, tell them — naturally, and only when it's relevant to what they actually need. This isn't about pushing offers onto people; it's about not leaving value on the table when the conversation already has an opening.

Know the promotions cold
Stay current on active campaigns, bonuses, and loyalty programs across all supported markets so you can explain them accurately and answer follow-up questions without having to check three places first.

Close the loop
Outbound calls aren't just for follow-ups — they're also a chance to re-engage customers around relevant promotions, seasonal campaigns, or service updates, when it's a genuine fit and not just a volume push.

Keep clean records
Every interaction — including any promotion mentioned, offered, or declined — gets logged accurately in the CRM. This isn't busywork; it's what lets the next person who talks to that customer pick up where you left off.

Hit the standard, every shift
Response times, quality scores, customer satisfaction, and productivity remain the core of the role. Promotional engagement (offers made, uptake) is tracked as a secondary metric — it supports the relationship, it doesn't replace it.

Protect customer trust
Handle personal and financial information the way you'd want your own handled — confidentially, and in line with data protection policy, every time. Promotions are only ever offered in line with responsible gambling policy and each market's regulatory requirements.

Markets & Languages

You'll support customers in Zimbabwe, Lesotho, The Gambia,  Zambia and upcoming markets

• Primary language: English (required — excellent written and verbal skills across all markets)
• Local languages are a nice-to-have, particularly Shona, Sesotho, Ndebele, or Nyanja — useful if you have this background, but not something we're filtering for
• Assignment to specific markets will depend on business need and, where relevant, language strengths

What You Bring

• Must currently be based in Mauritius.
• High school diploma minimum; a degree is a plus, not a requirement
• Prior experience in customer service, a contact centre, or technical support (preferred, not mandatory — we'll train the right person)
• Strong written and verbal English, with confident phone etiquette and active listening
• Comfortable multitasking across chat, email, and calls without losing quality
• Working knowledge of Microsoft Office and CRM/helpdesk software
• Solid organizational skills — you don't let things slip
• A natural, non-pushy communication style — able to mention a relevant offer without it feeling like a pitch
• Willingness to work rotating shifts, including evenings, overnights, weekends, and public holidays

Nice to Have

• Prior experience with upselling, cross-selling, or promotional/loyalty programs — especially in iGaming, retail, or telecom
• Fluency in Shona, Sesotho, Ndebele, Nyanja, or another African language relevant to our markets
• Experience across omnichannel support tools
• Fast, accurate typing
• A calm head when things get busy — this is a fast-paced environment

Key Competencies

Customer Focus · Communication · Empathy · Problem Solving · Commercial Awareness · Adaptability · Time Management · Accountability · Teamwork · Attention to Detail

What We Offer

• Competitive salary, plus shift allowances where applicable
• Performance incentives tied to promotional engagement and upsell success, on top of standard service KPIs
• Ongoing training on products, promotions, and consultative selling techniques
• Real paths for career growth
• A supportive, collaborative team environment

Equal Opportunity

Ya Technologies LTD is an equal opportunity employer. We celebrate diversity and are committed to a workplace where everyone gets a fair shot at growth and success.