Customer support manager - Portugal

Expira em: 4 dias

Betting Connections

With more than 20 professionals Betting Connections Recruitment Solutions is Malta’s largest iGaming recruitment specialist. Our team of highly skilled recruitment and career consultants are dedicated to providing the best and most personalised service in the industry. We pride ourselves on our ability to fully understand the needs of both our clients and candidates alike, which we achieve through developing long term relationships and our extensive knowledge of both the iGaming industry and recruitment!



Nº de Vagas: 1-5 vagas

Tipo: Full-time

Salário(por ano): DOE

Setor: N/A

Função: Atendimento ao Cliente

Região: Porto




CUSTOMER SUPPORT MANAGER

 

 As a Customer Support Team Leader you should be able to work and think independently, coming up with creative solutions when needed as well as following the company guidelines. The purpose for this role is to provide the leadership to the Customer Support language team of Agents.

 

Responsibilities

 

·         Provide quality assurance related to the Customer Support Agents communications with the customers

·         Provide regular reviews with direct reports to ensure that all staff is fully trained and meeting standards.

·         To maintain high levels of Customer Service delivery.

·         Provide timely performance statistics.

·         Identify errors and bugs in the system and report those to the Stakeholders

·         Be involved in Customer experience enhancements

·         Representing the company in all customer contacts, giving the best service possible via email, phone and chat

·         Take ownership and resolve Customer issues within set parameters.

·         Build and maintain relationships with existing and new customers

·         Identify and report improvement areas according to company procedures

·         Processing customer withdrawals according to company procedures on request

·         Develop positive and straight talking relationships with all team members, direct reports and wider teams.

·         Train new team members

·         Provide uninterrupted service by:

o   Solving the customers’ problems

o   Clarify to the customers company’s Terms and Conditions when it is needed

o   Explaining how to use company’s games and services

o    Assisting the customers with on-going marketing campaigns

o   Logging the tasks in accordance with company guidelines

o   Escalate and follow up customer cases when needed

 

Requirements and Skills

 

·         Educated to degree level would be an advantage or equivalent experience On-line experience in Support / Customer Services

·         Experience of managing people performance and development

·         Experience in an on-line customer service environment and within the iGaming industry

·         High interpersonal skills to develop and sustain good working relationships with direct reports, team members and wider teams

·         Proven problem solving skills

·         High level of attention to detail

·         Ability to work in a busy environment.

·         Able to work under own initiative.

·         Excellent written and verbal communication skills

·         Portuguese native speaker and Advanced in English

·         Clear thinking and problem solving

·         Flexible and willing to work daily / evening shifts.

Ofertas relacionadas