CUSTOMER CARE MANAGER

KEY RESPONSIBILITIES

• Supervise, motivate, and mentor a team of customer service representatives to achieve performance goals.

• Monitor team performance, providing regular feedback and coaching to ensure high standards of service.

• Oversee daily operations of the customer service team, ensuring efficient handling of all customer inquiries through various channels (phone, email, live chat, etc.)

• Identify training needs and coordinate training sessions to keep the team up-to-date with the latest products, services, and regulations

• Support the onboarding process for new team members, ensuring they are fully trained and integrated into the team.

REQUIREMENTS

• Prepare and present regular reports on team performance, customer feedback, and operational efficiency to the Customer Service Manager.

• Ensure the team adheres to all company policies, industry regulations, and responsible gambling practices.

• Prepare reports on common customer issues, complaints, and queries to help identify trends and areas for improvement

• And other duties that might be allocated to you by management from time to time

• Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.

• Minimum of 3–5 years’ experience in customer service, with at least 2 years in a supervisory or managerial role within a betting company and/or casino.

• Proven experience in customer acquisition, lead conversion, and promotion of betting or gaming products.

• Solid understanding of the betting and gaming industry, including customer behavior and responsible gambling practices.

• Proficiency in CRM systems, Microsoft Office Suite, and customer service tools.

HOW TO APPLY

Qualified Candidate are to send their application to:

recruitment@alinefacilitymanagement.co.ke

Email Subject; Customer Care Manager

Only shortlisted candidates will be contacted