Full time | Initiate International | South Africa
Posted On 2024/04/26
Job Information Market related
Betting and Gaming
Work Experience 1-3 years
City Johannesburg
State/Province Gauteng
2000
Job DescriptionAre 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
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.
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