Customer Support Team Leader

We are a top-tier I-gaming and Sportsbook operator based in Cape Town.  

Our aim is to deliver a world-class betting experience by providing professional and friendly service, delivered on a state-of-the-art platform.

We are a dynamic and experienced team, in an exciting company looking for passionate people to join us. Do you thrive in a fast-paced environment and would like to be part of a motivated team – then this is for you!

The Role:

As a lead support agent, your primary responsibility is to ensure smooth and efficient operations within the Contact Center and team and to provide exceptional service and assistance to customers who have investigations, issues, or concerns regarding the company's products or services.

You will work closely with your team and other departments to always ensure the best standard of service.

 

Key Responsibilities

• Supervise and lead a team, providing guidance, support, and mentorship.
• Respond promptly and professionally to customer queries, issues, and requests via phone, email, chat, and other communication channels.
• Assist in resolving complex or escalated customer issues and provide guidance on appropriate resolutions.
• Provide accurate and relevant information about the company's products and services; guided by our policies and procedures.
• Coordinate work schedules, breaks, and shift rotations to ensure adequate coverage during peak hours.
• Ensure team members follow company policies, procedures, and compliance standards.
• Encourage and recognize outstanding performance, boost team morale, and foster a positive work environment.
•  Identify process inefficiencies and propose solutions to enhance productivity and customer satisfaction.
• Participate in performance evaluations for team members and provide input to management on their progress and potential for growth.
• Assist customers in troubleshooting technical problems or difficulties they may encounter and guide them through the resolution process.
• Document and maintain detailed records of customer interactions, queries, comments, and actions taken in the customer support system.
• Identify and escalate complex or unresolved customer issues to appropriate teams or higher-level support for further investigation and resolution.
• Follow established procedures for handling customer queries, complaints, and escalations, ensuring compliance with company guidelines and protocols.
• Collaborate with cross-functional teams, such as technical support, sales, and product development, to resolve customer issues and provide comprehensive solutions.
• Keep up to date with product knowledge, updates, and industry trends to provide accurate and up-to-date information to customers.
• Advocate for the customer by providing feedback, insights, and suggestions to improve products, processes, or customer experience.
• Ensure customer satisfaction and retention by building positive relationships, addressing concerns empathetically, and proactively addressing potential issues.
• Meet or exceed and monitor key performance indicators (KPIs) and service level agreements (SLAs) related to response time, resolution time, customer satisfaction ratings, and other metrics.
• Continuously improve personal knowledge and skills through training, self-learning, and staying updated on industry best practices.
• Perform QA checks for your team in collaboration with the trainings department.
• Collaborate with trainer to create a training plan of action for all underperformers

The essentials:  

• Matric / Grade 12 (essential)
• Proven experience in a customer support role or similar customer-facing position.
• Excellent communication skills, both written and verbal, with the ability to convey information clearly and effectively.
• Strong problem-solving and decision-making abilities to address customer issues promptly and effectively.
• Empathy, patience, and a customer-centric mindset to provide exceptional service and assistance.
• Ability to work in a fast-paced environment and handle multiple customer interactions simultaneously.
• Excellent time management skills and the ability to manage and lead.
• Good technical knowledge and understanding of software applications, web-based platforms, or electronic devices is desirable.
• Good analytical and problem-solving abilities to identify performance issues and devise solutions.
• Strong teamwork and collaboration skills to work effectively with cross-functional teams.
• Positive attitude, resilience, and a willingness to learn and grow in a dynamic customer support environment.
• Flexibility to work evenings, weekends, and holidays as required by the business
  
   

Some desirables:  

• Knowledge and interest in various sporting disciplines 
• Platform experience (Zendesk) 

Working Conditions

• May require shift work, weekends, and public holidays depending on operational needs.
• onsite work.

Additional information

We offer competitive packages, a great work environment and a promise that you will not be bored if you are prepared for a challenge and want to build something great.