Customer Service Manager - Igaming

**Job Overview**:
**Key Responsibilities**:
Customer Satisfaction & Retention: Implement strategies to enhance player satisfaction, engagement, and loyalty.
Compliance & Responsible Gaming: Ensure that all customer interactions align with gambling regulations, responsible gaming policies, and AML (Anti-Money Laundering) laws.
Performance Monitoring: Track and analyze customer service metrics, including response times, resolution rates, and customer feedback.
Training & Development: Provide ongoing training to customer service staff on new policies, procedures, and player engagement techniques.
Escalation Management: Handle high-level complaints and disputes, ensuring effective conflict resolution and customer retention.
Process Improvement: Continuously review and optimize customer service workflows to improve efficiency and service quality.
Collaboration with Other Departments: Work closely with marketing, fraud prevention, and product teams to enhance the over...

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