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 management Monitor customer interactions and ensure high levels of customer satisfaction Maintain consistent and excellent customer support standards Developing and implementing customer service strategies to enhance customer satisfaction and loyalty and ensuring alignment to the company's overall business goals Manage and create effective customer service procedures, policies, and standards Efficiently manage and motivate customer service agents, promoting rapport building with the team and its customers Optimise response times to inquiries and provide timely resolutions Ensure adherence to regulations and responsible gambling practices Foster effective collaboration with other departments to gather customer feedback and improve the overall user experience and implement customer-centric initiatives Track key performance indicators and generate insightful reports for management Identify customer service trends and recommend improvements by staying up to date with the best practices in customer service globally Provide ongoing training and development opportunities for the team Requirements: Good working knowledge of the online gaming industry Customer Support management experience required including experience in the setup of a call centre Working knowledge of customer service software, databases, and tools Ability to think strategically and lead effectively Availability for shift work, including weekends and public holidays Customer service software proficiency Working knowledge of CS databases and tools Proficiency in data analysis Desirable Criteria: Experience in responsible gambling and problem gambling analysis Experience in customer interaction with problem gamblers Awareness of fraud prevention and anti-money laundering measures If 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.