Our Client, a new and exciting sports betting operator is looking for an experienced Customer Support Manager. The business strategy involves the provision of the best possible customer service for all customers in Ghana. Reporting to the Country Manager and Group Head of Customer Support, the key responsibility is in ensuring a world-class user experience for every customer who contacts the business in relation to their online betting account.

CUSTOMER SUPPORT MANAGER

Female Preferred but not a must.

Age: between 30-45 yrs old

Minimum 5+ yrs experience in online gaming / betting/ gambling or anything similar. Your online betting experience either very recent or a current one.

And your experience/KPIs must include revenue and customer acquisition targets

Please DO NOT APPLY if you miss that experience.

JD Summary

The Customer Support Manager is responsible for managing Customer Support Agents and monitoring their performance while still providing excellent service to the customer. In this role, you will schedule agents, assistants, and representatives, resolve emergency issues, provide training for new employees, and handle service issues beyond agent capability. You will also be required to meet all customer and company expectations.

Responsibilities:

  • Recruit, train and schedule Customer Support Agents for maximum impact
  • Strategically plan sales per customer segments
  • Generate sales from Agent Engagement with customers (Betters)
  • Generate sales from training agents to up-sell and cross-sell
  • Research strategies to develop standards and procedures to further improve the customer experience
  • Manage budget and expenses where applicable
  • Address refunds, debits and credits issues with payment platform provider(s) and card processors.
  • Maintaining high standards, taking pride in the company webstore and ensuring everybody adheres to the company uniform policy
  • Ensuring the Customer Support Agents understand the company’s products offering, online to enable them to have confident conversations with customers.
  • Constantly identifying capability gaps among the Customer Support Agents and making appropriate recommendations for their training and development.
  • Record, organize, and file customer interactions and profile/account changes
  • Provide resources for quality Customer Support
  • Implement Customer Support strategies including CRM to improve quality of service with the demanding needs of the business
  • Anticipate and resolve team and customer issues within pre-agreed timelines
  • Ensure that the company’s Net Promoter Score is always favourable
  • Maintain a professional workspace and workflow by setting and maintaining all customer support procedures and policies
  • Evaluate agent performance

Requirements

  • Excellent customer care and focus; ability to assess customers’ needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
  • Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathetic, and professional voice and manner
  • Able to multitask, prioritize, and manage time efficiently
  • Able to analyse data and translate results into better solutions
  • Excellent verbal and written communication skills
  • Self-motivated and self-directed
  • Experienced at compiling and following strict budgets
  • Comfortable in both a leadership and team-player role
  • Previous experience in customer support, client services, sales is a must
  • Excellent at communicating over the phone and handling phone systems
  • Advanced computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software

Qualifications

1st degree in any Business or Social Science related field

A master’s degree is an advantage

Minimum 5 years’ experience in the same role; at least 2 years should be with an Online Betting Company



Your online betting experience either very recent or a current one.

And your experience/KPIs must include revenue and customer acquisition targets



Great mastery of the Microsoft World/Excel/Access/Power-point.

High comfort level working across functions and in matrix dynamic ever-changing environment

What we offer:

  • Competitive salary based on experience.
  • Possibility for bonus
  • Modern working environment in Accra
  • An opportunity to be an integral part of an exciting new business
  • Chance to build a team from the ground up

How-to Apply

(if you do not have both experience in managing people and in customer service and support of online brands DO NOT APPLY please)

  1. Send us your 2-3 page CV in Word (so NO PDF files please)  to: CV @ HIREgh . com (remove empty spaces) with ‘OnlineBetting CS Manager’ in your email’s subject/ Title line
  2. Add a few lines/ paragraphs in your email, explaining your experience with managing people (be specific) and customer support in an online betting environment please.
  3. Your CV should have a clear indication of your personal achieved revenue /sales for every sales job that you had
  4. DO NOT SEND a CV that is 2+ pages long or a CV in PDF format

We are looking forward to receiving your CV and meeting with you this and the coming week.

Thank you,

Irene

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