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Customer Services Manager
2 weeks ago
Ready to roll the dice on a thrilling new career opportunity? A leading iGaming company have an exciting new
job opportunity for a
Customer Services Manager to join their team in
Johannesburg As the go-to person for player satisfaction, you'll lead a squad of support superstars, turning every interaction into a winning experience.
Your key
job responsibilities as the
Customer Services Manager **in
Johannesburg:
- Supervise day-to-day operations in the customer services department
- 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
- 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
- Track key performance indicators and generate insightful reports for management
- Identify customer service trends and recommend improvements
- Provide ongoing training and development opportunities for the team
- Contribute to revenue growth through upselling and crossmarketing through new and existing brands, as well as retention of customers.
Customer Services Manager job in
Johannesburg:
- Good working knowledge of the online gaming industry
- Must have 5+ years experience in similar role within iGaming space
- Customer Support management experience required
- 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 support management
- Customer service software proficiency
- Working knowledge of CS databases and tools
- Strategic thinking and effective leadership
- Rapport building
Desirable criteria:
- Experience in responsible gambling and problem gambling analysis
- Experience in customer interaction with problem gamblers
- Awareness of fraud prevention and antimoney laundering measures
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