BettingJobs is thrilled to be working with a growing business from South Africa who are expanding their offices into Europe, and are on the cusp on attaining their MGA and UKGC licenses. The business is a B2C casino company who have 6 brands and are in the process of migrating from a white-label provider onto their own platform (developed in-house). They are currently searching for a Customer Service Manager to join their team.

The company have around 100 members of staff with offices in Johannesburg, Cape Town, and Malta. They also have some staff in the UK. This role represents an exciting opportunity to join our clients growing team as they start a new chapter in their journey.

Responsibilities:

• Supervise daily operations and ensure high levels of customer satisfaction in the customer services department.
• Develop and implement strategies to enhance customer satisfaction and loyalty, including effective procedures, policies, and standards.
• Monitor customer interactions, optimize response times, and ensure adherence to regulations and responsible gambling practices.
• Manage and motivate customer service agents, fostering team rapport and promoting ongoing training and development.
• Foster collaboration with other departments to gather feedback, improve user experience, and identify service trends for continuous improvement.
• Track key performance indicators, generate reports, and contribute to revenue growth through upselling, cross-marketing, and customer retention.

Essential Criteria:

• Knowledge of the online gaming industry and customer support management.
• Proficiency in customer service software, databases, and tools.
• Strategic thinking, effective leadership, and rapport building.
• Availability for shift work, including weekends and public holidays.
• Strong communication, teamwork, problem-solving, decision-making, and adaptability skills.
• Analytical mindset with proficiency in data analysis.

Desirable Criteria:

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

Person Specification:

• Self-motivated, energetic, and ethical individual with an empathetic approach to customer well-being.
• Ability to work independently and as part of a team with strong organizational and time management skills.
• Positive attitude, patience, and creativity in handling challenging situations and thinking “outside the box.”