HEAD OF Customer services | Customer services
Job Details
Seniority Level
- Senior level
Industry
- iGaming
Job Functions
- Call Centre Management
Employment Type
- Full-time
Location
- Johannesburg, South Africa
- Durban/Cape Town, South Africa
- Malta
Skills
- Online gaming industry knowledge
- Customer support management
- Customer services 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
Education & Experience
- Tertiary Experience
- Previous experience in a similar role within the online gambling industry or a related field
- Experience in setting up/building an online call centre (including hiring, management and growth of call centre agents)
- Familiarity with global online regulations and responsible gambling practices (preferred MGA - Malta Gaming Authority)
The Department:
The Customer Services department is responsible for ensuring exceptional customer satisfaction and enhancing user experience.
Purpose of Job:
The Head of Customer Services plays a crucial role in ensuring customer satisfaction and enhancing the overall user experience. They are responsible for the end-to-end management and growth of the customer service department, developing customer service strategies, recruiting, and managing a team of customer service agents, while ensuring compliance with regulatory guidelines. The Head of Customer Services drives customer-centricity, fosters positive relationships with customers, and maintains the company's reputation in the competitive online gambling industry.
Key Responsibilities & Accountabilities
- 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.
- Optimize 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.
- Contribute to revenue growth through upselling and cross-marketing through new and existing brands, as well as retention of customers.
- Develop and implement a customer support model that is specifically tailored to the needs of online gaming customers.
- Work with the product development team to ensure that products and services are designed with the customer in mind.
- Develop and implement training programs for customer service representatives on the unique challenges and opportunities of providing customer support.
- Work with the marketing team to develop and implement customer loyalty programs.
This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.
Essential Criteria:
- 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.
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.
Person Specification:
- Strategic and analytical thinker with strong leadership capabilities.
- Self-motivated and energetic individual.
- Analytical thinker with attention to detail.
- Ethical and empathetic approach to customer well-being.
- Ability to work effectively both independently and as part of a team.
- Strong organizational and time management skills.
- Adaptability and willingness to learn and improve.
- Positive attitude and ability to handle challenging situations.
- Confident, patient, polite, and a creative thinker.
- Excellent decision-making ability.
- Innovative and able to think "outside the box."
Reporting and interaction:
- Managerially Accountable to: Head of Operations / Chief Financial Officer.
- Key Internal Relationships: Will collaborate with Head of Legal & Compliance, Head of Fraud & Risk, as well as Head of Retention.