Ariel Van Der Merwe

Results-driven Customer Support and IT Operations professional with over 10 years of experience in customer service, technical support, team leadership, and online gaming support. Highly experienced in KYC verification, customer account management, payments processing, SoftSwiss back office operations, fraud awareness, and backend troubleshooting within fast-paced iGaming environments. Skilled in managing support teams, resolving complex customer issues, conducting application testing, and maintaining high customer satisfaction through strong communication and operational excellence.

Customer Support Specialist at Mzansibet Online Casino (2025-09 – Present)

• Provide frontline and backend support for online casino customers.
• Assist players with KYC verification, customer documentation, deposits, withdrawals, and gameplay queries.
• Process customer payments and manage withdrawal escalations efficiently.
• Work extensively with SoftSwiss back office systems for account management and troubleshooting.
• Conduct game checks, investigate player-reported issues, and apply manual bonus adjustments.
• Escalate technical, payment, or fraud-related concerns to relevant departments.
• Maintain high customer satisfaction through professional communication and fast issue resolution.

Coordinator / IT Manager (SPAR) at Catman Global Solutions (2024-04 – 2025)

• Led IT support operations and coordinated end-user assistance across systems.
• Managed support team workflows, training, and performance.
• Provided application training and troubleshooting for clients and staff.
• Coordinated mobile application testing and product improvements.
• Acted as key liaison between clients, developers, and support teams.

IT Support Manager at SPAR South Africa (2020-05 – 2024-04)

• Managed IT support team providing end-user technical support.
• Oversaw application troubleshooting, incident resolution, and system support.
• Mentored and developed support staff while improving service delivery.
• Assisted with testing and rollout of new software applications.

IT Support Specialist at SPAR South Africa (2019-06 – 2020-05)

• Provided technical assistance for data and application issues.
• Assisted users with troubleshooting, system errors, and training.
• Conducted testing for new system releases and updates.

Customer Service Agent at Durban Panel Beaters (2018-02 – 2019-05)

• Managed client communications and service updates.
• Coordinated bookings, repairs, and customer queries.
• Maintained strong customer satisfaction and issue resolution.

Service Advisor at Auto Magic (2014-01 – 2018-01)

• Managed client liaison for vehicle repairs and assessments.
• Scheduled bookings and coordinated parts sourcing.
• Handled payroll coordination, costings, and job finalization.
• Conducted quality control and final vehicle inspections.

Degree in Project Management – University of South Africa

Foundation Qualification in Human Resource Management – University of Cape Town