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:
- 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.