Customer Service Director

1 month ago


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

Initiate International, a leading iGaming company in Cape Town, seeks a highly skilled Customer Service Director to drive excellence and innovation in customer service. The ideal candidate will have a proven track record of managing day-to-day operations, ensuring high levels of customer satisfaction, and developing effective customer service strategies.

About the Role

The Customer Service Director will play a crucial role in shaping the future of customer service at Initiate International. Key responsibilities include:

  • Strategic Leadership: Supervise and lead the customer services department, including hiring, training, and performance management.
  • Customer Satisfaction: Monitor customer interactions and ensure high levels of customer satisfaction through excellent customer support standards.
  • Process Development: Develop and implement customer service strategies to enhance customer satisfaction and loyalty, aligning with the company's overall business goals.
  • Team Management: Efficiently manage and motivate customer service agents, promoting rapport building with the team and its customers.
  • Regulatory Compliance: Ensure adherence to regulations and responsible gambling practices.

The ideal candidate should possess good working knowledge of the online gaming industry, customer support management experience, and proficiency in customer service software and databases.

We offer a competitive salary, estimated around R1,200,000 - R1,500,000 per annum, depending on experience and qualifications.

Requirements
  • Industry Knowledge: Good working knowledge of the online gaming industry.
  • Management Experience: Customer Support management experience, including experience in setting up a call centre.
  • Technical Skills: Proficiency in customer service software, databases, and tools.
  • Leadership Ability: Ability to think strategically and lead effectively.

Apart from the competitive salary, benefits include opportunities for professional growth and development, as well as a dynamic work environment.



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