The company is seeking an experienced and dynamic Customer Service Manager to lead and inspire their customer service team in Cape Town . The ideal candidate will be passionate about delivering exceptional customer experiences, possess a deep understanding of the iGaming industry, and have a proven track record of managing and developing high-performing teams.
Your key job responsibilities as the Customer Service Manager in Cape Town will include:
- Lead, motivate, and manage the customer service team to ensure high levels of performance and customer satisfaction.
- Oversee the resolution of customer inquiries, complaints, and issues in a timely and effective manner across multiple channels (email, chat, phone).
- Develop and implement training programs to enhance the skills and knowledge of the customer service team.
- Monitor and evaluate team performance, providing regular feedback, coaching, and performance reviews.
- Identify areas for improvement in customer service processes and implement strategies to enhance efficiency and customer satisfaction.
- Work closely with other departments (e.g., Marketing, Product, IT) to ensure a seamless customer experience and address any service-related issues.
- Prepare and present regular reports on customer service performance metrics, trends, and insights to senior management.
- Ensure compliance with industry regulations and company policies, maintaining the highest standards of integrity and professionalism.
- Manage and resolve any escalated customer issues or crises, ensuring minimal impact on the customer experience and company reputation.
Requirements for this Customer Service Manager job in Cape Town :
- Minimum of 5 years of experience in a customer service management role, preferably within the iGaming industry.
- Must have experience working in MGA or UKGC markets.
- Bachelor’s degree in Business, Management, or a related field.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to handle high-pressure situations and make decisions quickly.
- Proficiency in customer service software and CRM systems.
- Analytical skills to interpret data and make informed decisions.
- Customer-focused with a passion for delivering exceptional service.
- Strong problem-solving abilities.
- Highly organized with strong attention to detail.
- Flexible and adaptable to changing business needs.
Candidates who are results-driven leaders with a passion for customer service and a deep understanding of the iGaming industry are encouraged to apply. Please submit a resume for this role to
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