Who we are: A leading provider of omni-channel wagering software for sports, horse racing, numbers and more. Turfsport provides fully managed end-to-end solutions for online, mobile and retail operators.
Turfsport is South Africa's market leading sports-betting platform. Major sports betting brands choose Turfsport as their partner for world class content, leading tech and tailored services. We power their operations and provide them with exciting, memorable, and safe sports betting experiences, to entertain their players.
In order to provide even more innovation and react faster to the growing demands of the iGaming industry TURFSPORT has entered into a strategic partnership with SOFTSWISS to develop the South African and African markets jointly. SOFTSWISS is an international tech company providing innovative solutions for the iGaming industry.
About the job: In order to deliver on our joint strategy, we are looking for a dynamic and motivated Customer Service Manager to join the SOFTSWISS team on a full-time basis. As a Customer Service Manager, you will be responsible for leading and managing a team of technical support agents to ensure the efficient and effective resolution of customer issues. This role requires a combination of technical expertise, leadership skills, and customer-focused communication. You will play a key role in driving a positive customer experience and ensuring that the technical support team meets or exceeds performance metrics.
Key Job function: Managing and leading a team of customer care agents Active involvement in the recruitment process, including hiring staff from the initial stages and building a team Developing and implementing new procedures and modifying existing procedures to improve team efficiency Remote management of team members, ensuring effective communication and coordination Motivating and mentoring team members to achieve performance targets and KPIs Conducting regular performance evaluations, providing feedback, and identifying areas for improvement Monitoring team operations, ensuring timely response to customer inquiries and addressing any anomalies or missed chats Collaborating with management to provide updates on team performance and contribute to strategic planning Ensuring compliance with company policies and industry regulationsRequirements: Minimum 2 year of experience in managing a customer service team Experience in an online industry, iGaming is highly desirable Expertise in remote management techniques and strategies Strong verbal and written communication skills in EnglishExperience in establishing and implementing effective procedures and workflows. Demonstrated success in enhancing SLAs (Service Level Agreements) for support teams Proficiency in data analysis and working with dashboards to drive performance improvementsExcellent collaboration skills: Proven ability to work collaboratively with team members and managers, fostering a positive and productive work environment. Exceptional negotiation and communication abilities. Self-motivated and flexible team player with a strong drive for successOur Values: We are looking for people who embody our core values; Communication, we communicate honestly and respectfully. Teamwork, we are in it together and work towards a common goal. Improvement, we make an ongoing effort to improve our products, services, and processes. Knowledge sharing, we help each other learn and grow. Accountability, we are accountable to our customers and our fellow workers. Excellence, in whatever we do, we practice diligence and quality – we do things to the best of our ability.
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