Customer Engagement Manager

2 weeks ago

Johannesburg, South Africa Initiate International Full time
Job Description

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 meet the above requirements for this Customer Engagement Manager job in Johannesburg, we would like to hear from you. Please send your CV through. 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.



RequirementsCustomer Engagement, Customer Engagement Manager, Customer Service, Customer Service jobs, Gambling Jobs, Gaming, Gaming Jobs, Johannesburg, Johannesburg Jobs, Management, South Africa

Requirements
Customer Engagement, Customer Engagement Manager, Customer Service, Customer Service jobs, Gambling Jobs, Gaming, Gaming Jobs, Johannesburg, Johannesburg Jobs, Management, South Africa

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