The Company: Sports Betting Industry
Role Name: Customer Support Manager
Location: Claremont, Cape Town
Role specifics: Permanent position - subject to probation period
Role summary
Betjets, an enterprising contributor in the sports betting industry, provides targeted marketing and operational support for two unique brands. With one brand enjoying established success and the other a burgeoning player in the sector, we are expanding our professional ensemble. Currently, we're seeking a seasoned Customer Support Manager to oversee our team of Customer Support Agents, ensuring superior service for our clientele.
Requirements
- A bachelor's degree in Business Administration, Management, or a related field.
- Proven experience as a Customer Support Manager or a similar role within the gaming or betting industry.
- Excellent knowledge of management methods and techniques, specifically in relation to customer service.
- Proficiency in relevant customer support software, databases, and tools.
- Outstanding communication and interpersonal skills with a customer-centric approach.
- Strong leadership abilities with experience in team management, coaching, and development.
- Excellent problem-solving and decision-making abilities.
- Ability to handle high-stress situations and maintain composure and professionalism.
Daily Responsibilities
- Manage, train, and support the Customer Support team to ensure they provide exceptional service to our clients.
- Develop and implement customer service policies and procedures to meet company objectives and industry standards.
- Monitor customer support interactions, identifying areas for improvement and implementing solutions to enhance service quality.
- Resolve escalated customer issues promptly and professionally.
- Oversee the hiring, training, and development of the customer support team, fostering a high-performance service culture.
- Collaborate with other departments to streamline customer support processes and create a seamless customer experience.
- Analyse customer feedback and service metrics to guide strategy and enhance overall customer satisfaction.
- Stay updated on industry trends and emerging technologies in customer support, implementing these insights to improve our service offerings.
We offer a competitive salary and the opportunity to play a pivotal role in a growing venture within the sports betting industry. If you meet the above requirements and are enthusiastic about leading a team dedicated to superior customer service.
We are an equal opportunity employer and value diversity. All employment decisions are made based on qualifications, merit, and business needs.