Upload CV

    Head of Customer Services

    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.


    • 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.



    • 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.


    Get in touch