Customer Support Manager, 10Bet Sa

10bet; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading online gaming company is seeking an experienced Customer Service Manager to establish and lead a customer service team in Johannesburg. The role involves supervising team operations, enhancing customer metrics, and driving improvements. Candidates should possess over 4 years of management experience in customer service, preferably in the iGaming sector, and have excellent communication skills.

Qualifications

• 4+ years of management experience in operational customer service teams, preferably in iGaming.
• Excellent English communication skills.
• Strong strategic and customer focus.

Responsibilities

• Recruit and train Customer Support team members.
• Lead and develop the Customer Support Team for quality service.
• Set and manage Support Services budget.
• Enhance First Call Resolution.
• Drive improvements based on customer insights.

Skills

Management experience

Customer service focus

Negotiation skills

Communication skills

Tools

Microsoft Office

Job description

10bet looking for an experienced Customer Service Manager to set up and lead our customer service team in a fast-growing, well-established company in the online gaming world reporting to Head of Customer Support. Supervising the daily operations of the customer service teams, identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing the teams, who typically deliver customer interactions across multiple channels.

Responsibilities

• Directly responsible for recruitment, onboarding, and training of the Customer Support team.
• Lead & Develop the Customer Support Team to ensure a quality service is always delivered
• Set and manage the Support Services budget
• Be a 10bet Ambassador internally and externally.
• Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.
• Own all related documentation including related Terms and conditions, Internal policies, and procedures. Internal and external operational guides.
• Enhance the First Call Resolution
• Perform analysis and propose improvements to current work practices with a focus on automations.
• Drive better sales through service
• Drive quality and consistency
• Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Senior Management.
• Act as the Voice of the Customer across the organisation.
• Work effectively with all peers and Product, Business Partners, Marketing, Operations to negotiate and influence customer improvements
• Supervising the daily operations of the customer service department
• Setting customer service KPIs & SLAs for team members and helping them reach those goals ensuring excellent customer services
• Ensure strong relationships are kept with profitable customers
• Making weekly and monthly reports and surveys
• Staying current on the latest industry trends and techniques

Requirements

• 4+ years of management experience of an online operational customer service teams – advantage in Igaming or similar.
• English knowledge – excellent
• Very good knowledge of Microsoft Office
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
• Able to interpret BA and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.