Customer Service Director

24 hours ago


Johannesburg, Gauteng, South Africa Initiate International Full time

As the Customer Service Director for Initiate International, you will be responsible for driving excellence in customer service for our iGaming company. Key responsibilities include supervising day-to-day operations, monitoring customer interactions, and developing effective customer service strategies to enhance customer satisfaction and loyalty.

Key Responsibilities:

  • Supervise customer service department operations, 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.
  • Manage customer service procedures, policies, and standards.
  • Efficiently manage and motivate customer service agents.
  • Optimise response times to inquiries and provide timely resolutions.
  • Ensure adherence to regulations and responsible gambling practices.
  • Foster collaboration with other departments to gather customer feedback and improve the user experience.

Requirements:

  • Good working knowledge of the online gaming industry.
  • Customer Support management experience required, including experience in setting up 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.


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