Head of Customer Support

  • Full-time
  • 21-30 vagas
  • Expira em 25 dias
  • competitive
  • Full-time
  • 21-30 vagas
  • Expira em 25 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


 


 

Requirements:


4+ years of professional experience in Customer Support Management, preferably in online gaming at an operator

Fluent in English

Adequate understanding of a multicultural work environment

Experience in driving projects to improve support-related processes

Outstanding written and verbal communication skills

Good understanding of management practices and techniques.

Excellent leadership and interpersonal skills

Prior experience with CRMs (Salesforce preferred)

Analytical skills, using data, numbers and facts as the foundation of a decision-making process

A team player with a dynamic, thriving personality as well as a constant urge to succeed and grow

Que funções irão desempenhar

Responsibilities:


Responsible for the strategic leadership and ongoing tactical execution of our support organization

Directly oversee Tier 1 and 2 Technical Support teams, Customer Support call center and VIP Management team

Lead and operate these teams in a 24/7 global and multilingual support environment in different geographical locations

Develop clear strategies, goals, and tactics to improve efficiency and provide an exceptional level of customer support

Define, document, execute, and optimize processes for Customer Support

Proactively identify opportunities to improve customer experience

Act as point of escalation and interface directly with both customers and internal departments to advocate on behalf of customer needs

Provide continuous feedback through coaching/mentoring to increase employee skill sets. Develop and execute comprehensive training plans

Define and implement performance metrics that will ensure the tracking and continuous improvement of our products and services to our customers

Measure Customer Service Reps’ performances by setting standards to meet the service goals of the company

Participate in staff recruitment and appraisals

Report Customer Support quantitative and qualitative results to the Management of the company

Supervise customer complaint handling processes

Ensure accurate records of correspondence with customers are being kept

Keep ahead of developments in customer service and continuously search for innovations

Quais os benefícios oferecidos

to be discussed

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