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.
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
Build and maintain relationships with existing and new
Identify and report improvement areas according to
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’
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
o Logging the tasks in
accordance with company guidelines
o Escalate and follow up
customer cases when needed
Requirements and Skills
to degree level would be an advantage or equivalent experience On-line experience in Support / Customer
of managing people performance and development
in an on-line customer service environment and within the iGaming industry
interpersonal skills to develop and sustain good working relationships with
direct reports, team members and wider teams
problem solving skills
level of attention to detail
to work in a busy environment.
to work under own initiative.
written and verbal communication skills
native speaker and Advanced in English
thinking and problem solving
and willing to work daily / evening shifts.