Operations Manager – Customer Service ( Gaming Industry)

at Select Global Solutions
Location Dar es salaam, Tanzania, United Republic of
Date Posted June 5, 2020
Category Management
Operations
Customer Service
Job Type Full-time
Currency TZS

Description

Job Description

Our Client is a leading gaming company in East and West Africa.

Job Summary:

Someone who can fully monitor and analyze Chats, Calls, E-mails, while always bearing in mind that our focus and a key point is the customer and the customer’s needs. This person must be a data-driven individual who believes that thorough analysis, together with motivated customer service agents and team leaders can improve the overall quality of the service.

Duties & Responsibilities

  • An analytics-driven individual with excellent problem-solving skills.
  • Flexibility and 24x7 availability to support the team in need, manage crisis situation so that the business runs smoothly.
  • Someone who excels at teamwork and is proactive.
  • Team player, who understands that they are leading a team, thus, who has to understand their team’s needs.
  • Understanding of customer service and is capable of obtaining feedback to improve the service provided by the company.
  • Tracking the agents’ activity and making Reports.
  • Dynamic and is also able to handle business-related activities if required.
  • Experience working with Zendesk, Avaya, Salesforce, or other CRM platforms.