Customer Service Manager

The company is seeking an experienced and dynamic Customer Service Manager to lead and inspire their customer service team in Cape Town. The ideal candidate will be passionate about delivering exceptional customer experiences, possess a deep understanding of the iGaming industry, and have a proven track record of managing and developing high-performing teams.

Your key job responsibilities as the Customer Service Manager in Cape Town will include:

• Lead, motivate, and manage the customer service team to ensure high levels of performance and customer satisfaction.
• Oversee the resolution of customer inquiries, complaints, and issues in a timely and effective manner across multiple channels (email, chat, phone).
• Develop and implement training programs to enhance the skills and knowledge of the customer service team.
• Monitor and evaluate team performance, providing regular feedback, coaching, and performance reviews.
• Identify areas for improvement in customer service processes and implement strategies to enhance efficiency and customer satisfaction.
• Work closely with other departments (e.g., Marketing, Product, IT) to ensure a seamless customer experience and address any service-related issues.
• Prepare and present regular reports on customer service performance metrics, trends, and insights to senior management.
• Ensure compliance with industry regulations and company policies, maintaining the highest standards of integrity and professionalism.
• Manage and resolve any escalated customer issues or crises, ensuring minimal impact on the customer experience and company reputation.
  
  

Requirements

Requirements for this Customer Service Manager job in Cape Town:

• Minimum of 5 years of experience in a customer service management role, preferably within the iGaming industry.
• Must have experience working in MGA or UKGC markets.
• Bachelor’s degree in Business, Management, or a related field.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and make decisions quickly.
• Proficiency in customer service software and CRM systems.
• Analytical skills to interpret data and make informed decisions.
• Customer-focused with a passion for delivering exceptional service.
• Strong problem-solving abilities.
• Highly organized with strong attention to detail.
• Flexible and adaptable to changing business needs.
  
  

Candidates who are results-driven leaders with a passion for customer service and a deep understanding of the iGaming industry are encouraged to apply. Please submit a resume for this role.