Lead Customer Experience Specialist

4 days ago


Johannesburg, Gauteng, South Africa Betway Group Full time

Key Responsibilities

As a Lead Customer Experience Specialist, you will be responsible for leading a team of Relationship Managers to deliver exceptional customer experiences. Your key responsibilities will include:

  • Direct line management of the Betway Premium Relationship Managers, including day-to-day management, shift schedules, and performance management.
  • Coaching and developing the team to provide world-class customer experience.
  • Monitoring and handling internal query escalations via CRM.
  • Identifying trends and process gaps that may negatively impact customer experience.
  • Collaborating with other teams to ensure seamless delivery of services.

You will also be expected to work closely with the Manager to develop and implement customer experience strategies.



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