Danish Customer Service Team Leader (ref 8251)

  • Full-time
  • 1-5 vagas
  • Expira em 23 dias
  • competitive
  • Full-time
  • 1-5 vagas
  • Expira em 23 dias
  • competitive
  • Malta
  • Outros Serviços, Atendimento ao Cliente

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!

O que procura nos candidatos

The Customer Service Team Leader’s role is a people’s person role. The team leader will be responsible for encouraging, motivating, and developing team members. All aspects of the role will be customer-centric and to be focused on what will give the customer the best possible experience from the site and customer service in a competitive world. 

 


 

Requirements:


A native or fluent Danish speaker who can also speak/write English fluently 

You have experience in a similar role with vast knowledge about iGaming and online casino 

Good at motivating, encouraging and leading others into performing their best 

You enjoy coaching, sharing your knowledge and experience, and training others

You have a positive and a can-do attitude with a flexible approach

Able to work on a rotating shift basis

Have a genuine interest in iGaming and eager to learn more 

You take pride in giving superb support 

Have a positive outlook and encourage others to do the same 

An excellent listener and a communication guru towards team members as well as other departments, making sure that you have been understood correctly 

You take accountability and responsibility for tasks at hand 

You pay attention to details and like to investigate and solve issues 

You can constructively share thoughts and suggestions for improvements  

Excellent communicator 

Que funções irão desempenhar

Responsibilities:


Oversee the daily operations and refer unresolved customer grievances, in a clear manner, to designated departments for further investigation 

Report any errors on site to correct department/3rd party provider 

Have a clear understanding of Responsible Gambling and AML 

Assist and support the team when needed, by answering questions (but also to do support tasks when needed) to make sure the customer service level is delivered 

Monitor SLA (internal and external) and escalating when SLA not followed 

Build strong internal networks for collaboration and knowledge transfer with the team and other parts of the company. 

Deliver training for the Customer Service to be fully knowledgeable in Customer site, back office, other tools and procedures 

Monitor the team’s performance and identify individual development areas for team members 

Do quality checks of customer contacts, making sure that we enable our players with quality solutions in a timely, personal and professional manner that exceeds the customers’ expectations 

Coach and give feedback in performance reviews to ensure that the defined customer experience is delivered in every customer contact 

Submit ideas to increase the productivity of his/her team and keeping up to date with industry trends and developments. 

Lead and motivate team members with a positive attitude and ensuring a positive and enjoyable working environment 

Identifying individual development areas of team members and helping them through customized coaching that will motivate improved performance 

Keep up to date with all tasks, issues, new features 

Report team development and activities to head of Customer Service 

Be the communication link between the front-line, management and 3rd parties 

Quais os benefícios oferecidos

to be discussed

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