Customer Engagement Manager

1 day ago

Johannesburg, South Africa Initiate international Full time

Are you ready to lead and shape the future of customer service in the iGaming industry? Join a leading iGaming company in **Johannesburg** as the **Customer Engagement Manager**, where you’ll drive excellence, innovation, and customer-centric strategies. You will play a crucial role in ensuring customer satisfaction and enhancing the overall user experience. If you’re a dynamic and strategic leader looking for a career-defining opportunity, then this is the **job** for you.

Your key **job **responsibilities as the **Customer Engagement Manager** in Johannesburg **will include:

- Supervise day-to-day operations in the customer services department including hiring, training, and performance management
- Monitor customer interactions and ensure high levels of customer satisfaction
- Maintain consistent and excellent customer support standards
- Developing and implementing customer service strategies to enhance customer satisfaction and loyalty and ensuring alignment to the company’s overall business goals
- Manage and create effective customer service procedures, policies, and standards
- Efficiently manage and motivate customer service agents, promoting rapport building with the team and its customers
- Optimise response times to inquiries and provide timely resolutions
- Ensure adherence to regulations and responsible gambling practices
- Foster effective collaboration with other departments to gather customer feedback and improve the overall user experience and implement customer-centric initiatives
- Track key performance indicators and generate insightful reports for management
- Identify customer service trends and recommend improvements by staying up to date with the best practices in customer service globally
- Provide ongoing training and development opportunities for the team

Requirements for this **Customer Engagement Manager** job** in **Johannesburg**:

- Good working knowledge of the online gaming industry
- Customer Support management experience required including experience in the setup of 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

Desirable Criteria:

- Experience in responsible gambling and problem gambling analysis
- Experience in customer interaction with problem gamblers
- Awareness of fraud prevention and anti-money laundering measures

If you wish to view additional Gaming, Betting, & Gambling jobs, please click through to our **job** section.

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