Are you ready to lead and shape the future of customer service in the iGaming industry? Join a leading iGaming company in Cape Town as the Head of Customer Service, where you'll drive excellence, innovation, and customer-centric strategies. You will play a crucial role in ensuring customer satisfaction and enhancing the overall user experience. If you're a dynamic and strategic leader looking for a career-defining opportunity, then this is the job for you.Your key job responsibilities as the Head of Customer Service in Cape Town will include:Supervise day-to-day operations in the customer services department including hiring, training, and performance managementMonitor customer interactions and ensure high levels of customer satisfactionMaintain consistent and excellent customer support standardsDeveloping and implementing customer service strategies to enhance customer satisfaction and loyalty and ensuring alignment to the company's overall business goalsManage and create effective customer service procedures, policies, and standardsEfficiently manage and motivate customer service agents, promoting rapport building with the team and its customersOptimise response times to inquiries and provide timely resolutionsEnsure adherence to regulations and responsible gambling practicesFoster effective collaboration with other departments to gather customer feedback and improve the overall user experience and implement customer-centric initiativesTrack key performance indicators and generate insightful reports for managementIdentify customer service trends and recommend improvements by staying up to date with the best practices in customer service globallyProvide ongoing training and development opportunities for the teamRequirements for this Head of Customer Service job in Cape Town:Good working knowledge of the online gaming industryCustomer Support management experience required including experience in the setup of a call centreWorking knowledge of customer service software, databases, and toolsAbility to think strategically and lead effectivelyAvailability for shift work, including weekends and public holidaysCustomer service software proficiencyWorking knowledge of CS databases and toolsProficiency in data analysisDesirable CriteriaExperience in responsible gambling and problem gambling analysisExperience in customer interaction with problem gamblersAwareness of fraud prevention and anti-money laundering measuresIf you're ready to take on an exciting challenge, apply now to join this exciting team! If you do not receive any feedback within 7 days of your application, please be advised that you were not successful in making the shortlist.
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