Danish Customer Support Team Manager

Job Type:
Permanent
Categories:
Customer Support
Location:
Malta
Salary Description:
Competitive Salary Offered
Posted:
29-Sep-17
Job Ref:
11562

Betting Jobs are currently working with one of the biggest operators in the gaming industry and they are keen to speak with an experienced Danish speaking Customer Support Team Manager.

This is a fast paced, challenging role with a successful company that is continuing to grow. You would be responsible for managing a team of Danish Customer Support Agents and assisting the Customer Support Operations Manager in the smooth running of the department.

Previous team management experience is a must but does not need to have been within iGaming.

Responsibilities:
• Assure a high quality of customer support at all times, given a stipulated time frame and clear KPI’s
• Monitor and ensure that quality levels are maintained and communicated to all team members
• Assess the competencies of your team members to identify their strengths and define ways in which they could reach their full potential on the job
• Frequent one to one meetings with individual team members if/when required
• Accountable for CSAT score for all markets related to your team
• Act as a mentor for CSA’s and leading by example
• To maintain high levels of product knowledge to ensure appropriate guidance is always offered
• To support administrative tasks within the team
• Facilitate smooth communication flow between the Head of Customer Service, Customer Service Operations Manager and all other departments
• Point of contact for CSA in and outside your team in any issue that needs to be escalated beyond 2nd line
• Conduct quality assessments and quality spot checks
• Anticipate and evaluate risks in own department; effectively handle obstacles to achieving set targets and goals
• Support the Recruitment Coordinator by attending interviews and giving feedback on the best suitable candidates for the respective team(s)
• Reach goals set by the company end of year

Experience Needed:
• We're looking for someone with the following skills, knowledge and experience
• Excellent written and verbal communication skills – e-mail, chat and telephone
• Excellent team player
• Sound experience in a Customer Support environment
• Ability to work towards targets - Target Driven
• Good organisational skills
• Well-developed leadership skills
• Good problem solving skills - Good listener
• Can work well under pressure
• Works under minimum supervision

This is a great chance to secure a role within a fast moving and exciting industry with one of the best known companies. If you are interested then please forward a copy of your CV to bryan@bettingjobs.com

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: Bryan McGuire
Email:

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