Head Of Customer Service

Initiate International; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading iGaming company in Cape Town is seeking a Head of Customer Service to oversee the customer services department, ensuring high levels of customer satisfaction and developing innovative customer service strategies. This role requires management experience, strategic thinking, and a solid understanding of the online gaming industry. The successful candidate will be pivotal in driving customer-centric initiatives and enhancing the overall user experience. Apply now for this exciting career-defining opportunity!

Qualifications

• Good working knowledge of the online gaming industry.
• Experience in the setup of a call centre.
• Ability to think strategically and lead effectively.

Responsibilities

• Supervise day-to-day operations in the customer services department.
• Monitor customer interactions and ensure high levels of customer satisfaction.
• Develop and implement customer service strategies.

Skills

Customer support management

Strategic thinking

Customer service software proficiency

Data analysis

Tools

Customer service software

Job description

Are you ready to lead and shape the future of customer service in the iGaming industry?

Join a leading iGaming company in Cape Town as the Head of Customer Service, where you'll drive excellence, innovation, and customer‑centric strategies.

You will play a crucial role in ensuring customer satisfaction and enhancing the overall user experience.

If you're a dynamic and strategic leader looking for a career‑defining opportunity, then this is the job for you.

Key Responsibilities

• 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.
• Develop and implement customer service strategies to enhance customer satisfaction and loyalty, ensuring alignment with 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.
• Optimise 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, implementing 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 best practices in customer service worldwide.
• Provide ongoing training and development opportunities for the team.

Requirements

• Good working knowledge of the online gaming industry.
• Customer support management experience, 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.
• Proficiency in customer service software.
• 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.

If you’re ready to take on an exciting challenge, apply now to join this exciting team.

If you do not receive any feedback within 7 days of your application, please be advised that you were not successful in making the shortlist.