Our client, a well-established iGaming company with multiple casino brands is currently searching for an exceptional, Head of Customer Services to join their friendly team based in Johannesburg.

Responsibilities:

• Supervise daily operations, including hiring, training, and performance management of customer service staff.
• Monitor customer interactions, ensuring high satisfaction and adherence to support standards.
• Develop and implement customer service strategies, procedures, and policies aligned with business goals.
• Optimize response times, ensure timely resolutions, and adhere to regulations and responsible gambling practices.
• Foster collaboration with other departments for feedback, improving user experience, and implementing customer-centric initiatives.
• Track key performance indicators, provide ongoing training, and contribute to revenue growth through upselling and customer retention strategies.

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.
• Strategic thinking.
• Effective leadership.
• Rapport building.
• Patience and assertiveness.
• Excellent communication and teamwork.
• Creative problem-solving.
• Strong decision-making.
• Adaptability.
• Analytical mindset.
• Proficiency in data analysis.