Strategic Customer Service Director

3 weeks ago

Cape Town, Western Cape, South Africa Initiate International Full time

Job Title: Head of Customer Service

Company: Initiate International

Location: Cape Town

Job Summary:

Initiate International is seeking a highly skilled and experienced Head of Customer Service to lead our customer service team in Cape Town. The successful candidate will be responsible for driving customer satisfaction, innovation, and excellence in customer service strategies.

Key Responsibilities:
  • Lead and manage the customer service team, including hiring, training, and performance management
  • Monitor customer interactions and ensure high levels of customer satisfaction
  • Maintain consistent and excellent customer support standards
  • Develop and implement customer service strategies to enhance customer satisfaction and loyalty, and ensure 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

Initiate International is an equal opportunities employer and welcomes applications from all qualified candidates.

Apply now and take the first step towards a rewarding career as the Head of Customer Service with Initiate International.

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