Customer Care Manager — Lead Service Excellence & Growth

Hollywoodbets; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading betting company in Durban is seeking a Customer Service Manager to lead their Customer Care team. The ideal candidate must have at least 3 years of management experience in a Contact Centre and possess strong customer service skills. This role focuses on ensuring excellent service delivery, managing performance, and fostering a positive work environment. Competitive candidates will have a relevant degree or diploma. Apply now to be part of a dynamic team!

Qualifications

• 3 years management experience within a Contact Centre.

Responsibilities

• Manage the Customer Care team ensuring operational excellence.
• Ensure prompt query resolution with a focus on first-time resolution.
• Maintain service levels and performance standards.
• Drive performance management and career planning.
• Attract and retain top talent while complying with EE targets.
• Handle escalations and disputes effectively.
• Identify training needs and collaborate with support teams.
• Monitor customer satisfaction and implement solutions.
• Prepare reports on department performance.

Skills

Customer Service Excellence

Exceptional attention to detail

People Management

Problem-solving

Reporting abilities

Advanced MS Office knowledge

Knowledge of various betting types and platforms

Education

Relevant degree/diploma

Job description

A leading betting company in Durban is seeking a Customer Service Manager to lead their Customer Care team. The ideal candidate must have at least 3 years of management experience in a Contact Centre and possess strong customer service skills. This role focuses on ensuring excellent service delivery, managing performance, and fostering a positive work environment. Competitive candidates will have a relevant degree or diploma. Apply now to be part of a dynamic team!