Head of Customer Experience

6 days ago

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

Initiate International is seeking a seasoned professional to lead our customer service team as the Head of Customer Experience. As a key member of our organization, you will be responsible for driving excellence in customer service, innovation, and customer-centric strategies.

Key Responsibilities
  • Customer Service Strategy: Develop and implement customer service strategies to enhance customer satisfaction and loyalty, ensuring alignment with the company's overall business goals.
  • Team Management: Supervise day-to-day operations in the customer services department, including hiring, training, and performance management.
  • Customer Interaction: Monitor customer interactions and ensure high levels of customer satisfaction, maintaining consistent and excellent customer support standards.
  • Process Improvement: Develop and implement effective customer service procedures, policies, and standards, optimizing response times to inquiries and providing timely resolutions.
  • Collaboration: Foster effective collaboration with other departments to gather customer feedback and improve the overall user experience, implementing customer-centric initiatives.
  • Performance Analysis: Track key performance indicators and generate insightful reports for management, identifying customer service trends and recommending improvements.
  • Training and Development: Provide ongoing training and development opportunities for the team, ensuring they have the necessary skills to deliver exceptional customer service.
Requirements
  • Industry Knowledge: Good working knowledge of the online gaming industry, including customer support management experience and experience in setting up a call centre.
  • Technical Skills: Working knowledge of customer service software, databases, and tools, as well as proficiency in data analysis.
  • Leadership Skills: Ability to think strategically and lead effectively, with availability for shift work, including weekends and public holidays.
  • Desirable Criteria: Experience in responsible gambling and problem gambling analysis, customer interaction with problem gamblers, and awareness of fraud prevention and anti-money laundering measures.

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