Customer Service Manager

This position is a hybrid role with one of our gaming clients based in Cape Town.  Please see more details below:

As our Customer Experience Team Leader/Manager, you will be at the forefront of our commitment to excellence. You will lead and inspire a team of customer service professionals, fostering a culture of proactive problem-solving and unwavering dedication to thrill our players. You will be responsible for not only managing the day-to-day operations of the team but also strategically analysing customer data to identify trends, pinpoint areas for improvement and drive impactful solutions.

Job Responsibilities:
• Lead and Inspire: Mentor, coach and develop a high-performing team of customer service agents, fostering a positive and results-oriented environment.
• Drive Excellence: Set clear performance expectations and hold the team accountable for exceeding service level agreements (SLAs) and customer satisfaction targets.
• Elevated Customer Service: Ensure the team provides exceptional, personalized service to our players, mirroring the standards of private banking.
• Data-Driven Insights: Analyse customer service data and metrics to identify trends, pain points and opportunities for improvement. Compile and present regular reports on key performance indicators (KPIs) to inform business decisions.
• Strategic Problem Solving: Proactively identify and address systemic customer issues, collaborating with other departments to implement effective solutions.
• Process Improvement: Continuously evaluate and refine customer service processes and procedures to optimize efficiency and enhance the customer experience.
• Sports Betting Expertise: Maintain a strong understanding of the sports betting landscape, including industry trends, regulations and best practices.
• Collaboration: Work closely with other departments, such as product development and marketing, to ensure a seamless and consistent customer experience across all touchpoints.

Job Requirements:
• Proven Leader: Minimum of 7 years of experience leading customer service teams within a call centre environment.
• Sports Betting Enthusiast: Demonstrable passion for and knowledge of the sports betting industry is essential.
• Exceptional Client Service Skills: A proven track record of delivering outstanding customer service and building strong client relationships.
• Analytical Prowess: Strong analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
• Strategic Thinker: Ability to think strategically about customer service challenges and develop innovative solutions.
• Communication Master: Excellent communication, interpersonal, and presentation skills.
• High-Performance Mindset: A self-starter with a strong work ethic and a drive to achieve results.
• Problem Solver: A proactive problem-solver with a can-do attitude.
• Technical Proficiency: Proficient in using CRM software and other customer service tools.

Company Perks:
Join our team at Sportingbet South Africa and enjoy a workplace designed for your success:

• Be a Game Changer: Contribute to the growth of a dynamic and innovative company at the forefront of the sports betting industry.
• Competitive Compensation: We offer a competitive salary and benefits package commensurate with experience.
• Growth Opportunities: We are committed to developing our employees and providing opportunities for career advancement.
• Dynamic Culture: Join a team of passionate and dedicated professionals who are committed to excellence.

 Hybrid working model: 3 days in the office, 2 days working from home.

The client offers many benefits which can be discussed.

Please call or send CV for consideration!