Company Description

Momentum Corporate Services is a leading entertainment group based in Abu Dhabi, United Arab Emirates. Our portfolio includes mobile game development and publishing, virtual reality experiences, iGaming, esports management, and content platform services. We are dedicated to creating immersive and personalized entertainment experiences that push the boundaries of innovation in the industry.

Overview

The Head of Customer Services will be responsible for developing and managing the customer services department, acting as the key stakeholder for driving performance, customer satisfaction, continuous improvement and minimizing customer attrition. The Head of Customer Services will be responsible for developing the departmental structure, inclusive of first- and second-line teams, to efficiently manage customer queries, complaints, and escalate issues to key stakeholders inclusive of product, technology, marketing, compliance and commercial. The Head of Customer Service will report to Momentums Customer Operations Director. The key responsibilities of the role are as follows:

Customer Service and Complaints Management

• Support the Customer Operations Director in the identification and integration of suitable customer management, telecommunications and live chat systems.
• Develop and implement operational procedures and handbooks.
• Establish first- and second-line customer service teams to ensure all customer queries and complaints are dealt with in a timely and efficient manner.
• Assess existing departmental structure, identifying potential skills and expertise gaps and propose recruitment and development plans.
• Establish performance KPIs to ensure that high performance levels are achieved and maintained to agreed standards.
• Implement mechanisms to monitor customer satisfaction and identify opportunities for continual improvement.
• Establish clear escalation pathways to manage key business risks and incidents, including disputes, responsible gaming cases, game faults, technical and promotional issues.
• Collaborate with the BI team to implement metrics to monitor and assess customer experience.

General

• Manage and monitor the team workload ensuring appropriate staff allocation to cover incoming volumes across all communication channels.
• Support team leaders in managing staff performance, ensuring agreed customer case handling SLAs are maintained.
• Manage the performance, ongoing development and training needs of the team.
• Provide periodic reports to the Customer Operations Director reporting on established KPIs, incidents, and opportunities for improvement.
• Develop and maintain working relationships with key business stakeholders.

Skills Required

• Demonstrable experience working in call center environments and management of associated SLAs.
• Experience in implementing telecommunications, customer case management and live chat platforms
• Experience in driving and improving customer satisfaction metrics.
• Gaming industry experience and knowledge is desirable.
• Strong team and stakeholder management skills.
• Experience presenting and reporting to senior stakeholders.
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment
• Proficiency in English is required.

Qualifications

• Minimum of 10 years of experience in customer service-related role with increasing levels of responsibility.
• Bachelor’s or master’s degree in business related field, or equivalent experience.

Offer

• Fantastic new office on Yas Island.
• Opportunity to work for a growing start-up business.
• Chance to work with like-minded professionals.
• A diverse environment with a determination to reach our goals.
• Training and learning opportunities.
• Company benefits which support your health and well-being.

Interested? Do apply directly with your CV.

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