Customer Engagement Manager

Are you ready to lead and shape the future of customer service in the iGaming industry? Join a leading iGaming company in Johannesburg as the Customer Engagement Manager, 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.

Your key job responsibilities as the Customer Engagement Manager in Johannesburg will include:

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

Developing and implementing customer service strategies to enhance customer satisfaction and loyalty and ensuring alignment to 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 and implement 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 the best practices in customer service globally

Provide ongoing training and development opportunities for the team

Requirements for this Customer Engagement Manager job in Johannesburg:

Good working knowledge of the online gaming industry

Customer Support management experience required 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

Customer service software proficiency

Working knowledge of CS databases and tools

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 meet the above requirements for this Customer Engagement Manager job in Johannesburg, we would like to hear from you. Please send your CV through. 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.

Requirements

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