<p>Our client is an emerging player in the online casino industry, with over 25 years of experience in land-based casinos in the Czech Republic. Now, they are expanding their renowned gaming and entertainment expertise to the online world, with the help of iGaming industry specialists, to launch a new online casino platform.</p><p>They are looking for a motivated and experienced Customer Support Manager to oversee their outsourced customer services team. This role serves as the first point of contact, ensuring that professional customer service is consistently delivered and focusing on providing an exceptional customer experience.</p><h3>Responsibilities:</h3><ul><li>Ensure a high level of customer service, seeing problems and escalations through to resolution.</li><li>Continuously seek ways to improve efficiency and enhance the customer experience through process and workflow improvements.</li><li>Monitor performance metrics to ensure that required KPIs and SLAs are met.</li><li>Measure, report, and provide actionable recommendations to senior management.</li><li>Collaborate with colleagues across departments to address customer queries and support various projects.</li><li>Stay updated on all products, promotional offerings, and tools to remain aligned with customer needs and company strategies.</li><li>Ensure compliance with company policies, procedures, and guidelines.</li><li>Perform quality assurance checks to maintain agent competence and adherence to service standards.</li><li>Act as a voice for customers by providing useful feedback on their experiences.</li><li>Identify signs of gambling addiction and money laundering, ensuring compliance with relevant regulations.</li><li>Update customer accounts and details as needed.</li></ul><h3>Requirements:</h3><ul><li>2+ years of experience in a senior customer service role within the online gambling industry.</li><li>Passion for delivering excellent customer service.</li><li>Exceptional English communication skills, both verbal and written; additional languages are a plus.</li><li>Proven ability to achieve results through motivation and influencing others.</li><li>Strong multitasking, prioritization, and time management skills.</li><li>Analytical and detail-oriented.</li><li>Experience with customer service software, databases, and tools.</li><li>A sense of ownership and responsibility in delivering customer satisfaction.</li></ul><h3>Company Culture:</h3><p>Our client values highly motivated individuals who are ready to contribute to their vision. They promote a culture of uniqueness, action, and creativity, encouraging employees to take risks and achieve excellence in their roles, helping the team succeed in their goals.</p><h3>What’s on Offer:</h3><ul><li>Competitive salary.</li><li>Hybrid working environment, with offices based in Msida, Malta.</li><li>Wellness benefits to support an active and healthy lifestyle.</li><li>Private health insurance.</li><li>Performance-based bonus structure tied to achieving set targets and personal performance.</li><li>Discounts from establishments in Malta via the Cloudigo app.</li></ul> •
Last updated on Oct 27, 2024