Customer Service Director

2 months ago


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

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.


  • Cape Town, Western Cape, South Africa Plus1X Solutions (Pty) Ltd Full time

    Customer Experience DirectorWe're seeking a seasoned Customer Experience Director to lead our service delivery efforts and drive customer satisfaction. As a key member of our team, you'll be responsible for building strong customer relationships, managing service delivery organizations, and ensuring financial success while maintaining high service...


  • Cape Town, Western Cape, South Africa Service Solutions Full time

    Job Title: Head Of HR – HR Director Cape TownService Solutions is seeking a seasoned Human Resources Director to lead our HR function and drive business growth.About the RoleThe successful candidate will be responsible for developing and implementing HR strategies that align with our business objectives. This includes talent acquisition and management,...


  • Cape Town, Western Cape, South Africa Service Solutions Full time

    Key Responsibilities:As a Customer Service Representative with Service Solutions in Access Park, you will provide world-class service to our customers. Your strong communication skills and ability to work in a fast-paced environment will make you a great fit for this role.Requirements:Grade 12, Excellent communication skills, Ability to work Access Park...


  • Cape Town, Western Cape, South Africa Service Solutions Full time

    Job Title: HR DirectorService Solutions is seeking a seasoned HR Director to lead our human capital initiatives in Cape Town.Job SummaryThe successful candidate will be responsible for directing all aspects of the Human Resources function, including talent acquisition and management strategies, compensation and benefits, organizational development, training...


  • Cape Town, Western Cape, South Africa Plus1X Solutions (Pty) Ltd Full time

    We're seeking a Customer Experience Director to lead our service delivery efforts and drive customer satisfaction. As a key member of our team, you'll be responsible for building strong customer relationships, managing service delivery organizations, and ensuring financial success while maintaining high service standards. Your expertise in program...


  • Cape Town, Western Cape, South Africa Digital Customer Care Company BV Full time

    About the JobWe are seeking a highly skilled and motivated Customer Service Representative to join our team at Digital Customer Care Company BV. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients through various communication channels, including live chat, phone, and email.Key...


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

    {"h3": "Customer Service Manager Role at Initiate International ", "p": "We are seeking a seasoned Customer Service Manager to lead our customer service team in Cape Town. The ideal candidate will be passionate about delivering exceptional customer experiences, possess a deep understanding of the iGaming industry, and have a proven track record of managing...


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

    Job DescriptionJob Title: Director of Customer ExperienceCompany: Initiate InternationalLocation: Remote (with occasional travel to Cape Town)Job Type: Full-timeAbout Us:Initiate International is a leading iGaming company that is committed to providing exceptional customer experiences. We are seeking a highly skilled and experienced Director of Customer...


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

    Job Title: Customer Service ManagerInitiate International is seeking a seasoned Customer Service Manager to lead our customer service team in Cape Town. The ideal candidate will be passionate about delivering exceptional customer experiences, possess a deep understanding of the iGaming industry, and have a proven track record of managing and developing...


  • Cape Town, Western Cape, South Africa Digital Customer Care Company BV Full time

    About the JobWe are seeking a highly skilled and motivated Customer Service Representative to join our team at Digital Customer Care Company BV. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients through various communication channels, including live chat, phone, and email.Key...


  • Cape Town, Western Cape, South Africa Rola Recruitment Full time

    Customer Relations ManagerWe are seeking a highly skilled Customer Relations Manager to oversee all aspects of the customer experience post-sale. This includes service appointments, maintenance inquiries, and resolution of any aftersales issues.Key Responsibilities:Lead the customer relations team to ensure exceptional service and supportDevelop and...


  • Cape Town, Western Cape, South Africa The Legends Agency Full time

    Job Title: Contact Centre AgentLocation: Cape TownJob Type: Full-timeReports to: Contact Centre Manager & appropriate DirectorWe are seeking a highly motivated and customer-focused Contact Centre Agent to join our team at The Legends Agency in Cape Town. As a Contact Centre Agent, you will be the primary point of communication between our company and its...


  • Cape Town, Western Cape, South Africa Service Solutions Full time

    We are seeking a highly motivated and enthusiastic retail sales associate to join our team at Service Solutions in Hermanus.Key requirements:Grade 12 qualificationPrevious retail experienceProficiency in using a PCAbility to work flexible hours in a retail environmentExcellent communication skillsA clear credit and criminal history check will be required as...


  • Cape Town, Western Cape, South Africa HR Studio Full time

    About the RoleWe're seeking a seasoned professional to lead our customer support, client success, and business development efforts. As an Executive Director of Customer Experience, you will be responsible for driving growth, ensuring customer satisfaction, and expanding our market presence.Key ResponsibilitiesCustomer Support ManagementLead a team to deliver...


  • Cape Town, Western Cape, South Africa Ad Talent Africa Full time

    {"title": "Senior Director of Customer Experience", "content": "Job SummaryWe are seeking a seasoned Senior Director of Customer Experience to lead our member engagement and retention efforts. As a key member of our leadership team, you will be responsible for developing and executing a comprehensive strategy to drive customer loyalty and growth.Key...


  • Cape Town, Western Cape, South Africa Ad Talent Africa Full time

    {"title": "Senior Director of Customer Experience", "content": "Job SummaryWe are seeking a seasoned Senior Director of Customer Experience to lead our member engagement and retention efforts. As a key member of our leadership team, you will be responsible for developing and executing a comprehensive strategy to drive customer loyalty and growth.Key...


  • Cape Town, Western Cape, South Africa The Legends Agency Full time

    About the Role:The Legends Agency is seeking a skilled Contact Centre Agent to join our team. As a contact centre agent, you will be the primary point of communication between our company and our customers and prospects. Your role will involve working across two key areas:Business Development:Identify targets using provided data and contact them with the...


  • Cape Town, Western Cape, South Africa Service Solutions Full time

    Service Solutions is seeking a seasoned HR professional to lead our human capital initiatives as the Head of Human Resources - Director of People and Culture. This is a critical role that requires a strategic thinker with a strong business acumen and ability to establish trust and credibility at all levels of the organization.Key Responsibilities:Develop and...


  • Cape Town, Western Cape, South Africa Ad Talent Africa Full time

    Job Title: Senior Director of Customer EngagementAt Ad Talent Africa, we are seeking a Senior Director of Customer Engagement to lead our member engagement and retention business. As a key member of our team, you will be responsible for developing a clear strategy and approach to Member Engagement, improving the accuracy of 1st party marketing data, and...


  • Cape Town, Western Cape, South Africa Customer Experience People SA Ltd Full time

    Job OverviewA highly skilled Customer Experience Leader is required to guide, oversee, develop, and inspire their team to achieve exceptional results. Key responsibilities include:Key ResponsibilitiesManage team performance and achievement of key performance indicators (KPIs).Leave and absence management, ensuring required resourcing is available as per...