Customer Service Director
2 months ago
Job Title: Customer Service Director
Company: Initiate International
Job Type: Full-time
Location: Remote
About Us: Initiate International is a leading company in the iGaming industry, seeking a highly skilled and experienced Customer Service Director to lead our customer service team.
Job Summary:
We are looking for a seasoned Customer Service Director to oversee the delivery of exceptional customer experiences across multiple channels. The ideal candidate will have a proven track record of managing high-performing teams, developing and implementing training programs, and driving customer satisfaction.
Key Responsibilities:
- Team Leadership: Lead, motivate, and manage the customer service team to ensure high levels of performance and customer satisfaction.
- Customer Inquiry Resolution: Oversee the resolution of customer inquiries, complaints, and issues in a timely and effective manner.
- Training and Development: Develop and implement training programs to enhance the skills and knowledge of the customer service team.
- Performance Monitoring: Monitor and evaluate team performance, providing regular feedback, coaching, and performance reviews.
- Process Improvement: Identify areas for improvement in customer service processes and implement strategies to enhance efficiency and customer satisfaction.
- Collaboration: Work closely with other departments to ensure a seamless customer experience and address any service-related issues.
- Reporting: Prepare and present regular reports on customer service performance metrics, trends, and insights to senior management.
- Compliance: Ensure compliance with industry regulations and company policies, maintaining the highest standards of integrity and professionalism.
Requirements:
- Experience: Minimum of 5 years of experience in a customer service management role, preferably within the iGaming industry.
- Industry Knowledge: Must have experience working in MGA or UKGC markets.
- Education: Bachelor's degree in Business, Management, or a related field.
- Leadership Skills: Strong leadership and team management skills.
- Communication Skills: Excellent communication and interpersonal skills.
- Problem-Solving Skills: Ability to handle high-pressure situations and make decisions quickly.
- Technical Skills: Proficiency in customer service software and CRM systems.
- Analytical Skills: Analytical skills to interpret data and make informed decisions.
- Customer Focus: Customer-focused with a passion for delivering exceptional service.
- Problem-Solving Abilities: Strong problem-solving abilities.
- Organization: Highly organized with strong attention to detail.
- Adaptability: Flexible and adaptable to changing business needs.
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