Customer Engagement Manager (iGaming) Full Time Job

Customer Engagement Manager (iGaming) – Johannesburg.

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.

Duties and Responsibilities:

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:

• 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