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Head of Customer Service

2 months ago

Cape Town, 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 Cape Town as the Head of Customer Service, 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 Head of Customer Service in Cape Town 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 Head of Customer Service job in Cape Town:

  • 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’re ready to take on an exciting challenge, apply now to join this exciting team If you do not receive any feedback within 7 days of your application, please be advised that you were not successful in making the shortlist.