Customer Service Manager 2+ Years Experience

5 months ago


 Minimum of two years of experience managing a team, South Africa Mzansibet Full time

**Requirements**:

- Qualification: Diploma or Higher
- Experience in an online industry, iGaming is highly desirable.
- Minimum of two years of experience managing a team
- Experience managing a customer service team will be advantageous
- Expertise in remote management techniques and strategies
- Strong leadership and team management skills
- Strong verbal and written communication skills in English
- Experience in establishing and implementing effective procedures and workflows.
- Ability to handle high-pressure situations and make decisions quickly.
- Analytical skills to interpret data and make informed decisions.
- Excellent 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 success
- Be willing to work hours outside of the normal 8 - 5 structure to support your team as required. This might include weekends and public holidays as you will be responsible for a 24/7 support team.
- Quality focussed
- High level of ownership and accountability

**Responsibilities**:

- 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
- Training and upskilling team members
- Compiling training documentation
- 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 & 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 regulations
- Follow communication procedures, guidelines and Company policies.
- Performing and completion of tasks given by direct reporting line as required.

JOB TYPE

Work Day: Full Time

Employment type: Permanent Job

Salary: ZAR 20,000.00 - 30,000.00 Monthly

Positions available: 1

JOB REQUIREMENTS

Minimal experience: Unspecified

Gender: Indistinct



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