Customer Service Director in iGaming
3 weeks ago
We are seeking a seasoned professional to lead our customer service team as the Customer Service Director in our Johannesburg office. This is an exciting opportunity for a strategic leader who can drive excellence, innovation, and customer-centric strategies in the rapidly growing iGaming industry.
The successful candidate will play a crucial role in ensuring customer satisfaction and enhancing the overall user experience. As the head of our customer services department, you will be responsible for supervising day-to-day operations, monitoring customer interactions, and maintaining consistent and excellent customer support standards.
Your key responsibilities will include:
- Overseeing the setup and management of a call centre
- Developing and implementing customer service strategies to enhance customer satisfaction and loyalty
- Managing and creating effective customer service procedures, policies, and standards
- Efficiently managing and motivating customer service agents, promoting rapport building with the team and its customers
- Optimizing response times to inquiries and providing timely resolutions
- Ensuring adherence to regulations and responsible gambling practices
- Fostering effective collaboration with other departments to gather customer feedback and improve the overall user experience
- Tracking key performance indicators and generating insightful reports for management
- Identifying customer service trends and recommending improvements by staying up to date with the best practices in customer service globally
- Providing ongoing training and development opportunities for the team
About the Role:
This is a senior leadership position that requires a strong background in customer service management, preferably in the online gaming industry. You should have experience in setting up and managing a call centre, as well as developing and implementing customer service strategies. Additionally, you should be able to think strategically and lead effectively.
Requirements:
- Strong 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
- Customer service software proficiency
- Working knowledge of CS databases and tools
- Proficiency in data analysis
Salary Estimate: R1 200 000 - R1 800 000 per annum, depending on experience.
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