Customer Service Manager

Job Type:
Customer Support
Salary Description:
Competitive Salary
Job Ref:

An opportunity has arisen for a new Customer Service Manager to join a successful team in a land-based Casino in Switzerland. The Customer Service Manager organizes and implements the procedures for handling customer and consumer requests, including suggestions, complaints and needs. He/she works according to customer loyalty and satisfaction objectives. He/she is in charge of a team of customer service agents in order to increase their skills and autonomy in order to be more efficient.

Duties and Responsibilities
● Implement, develop and deploy the "customer/player service" policy;
● Optimize the current service and player management through the implementation of an alert/ticket management system;
● Implement analysis, reporting and management tools;
● Develop the player relations strategy and determine the annual action plans and objectives of the department;
● Manage, coordinate and animate the projects around the department as well as the activity of a team;
● Interface with players via email, chat and telephone to manage issues or disputes by finding solutions adapted to the situation;
● Ensure the training and the cohesion of the teams;
● Develop and evolve the quality procedures of the service as well as follow up by having a continuous control of its application;
● Design the performance indicators of the service, analyze the results and implement adjustments;
● Fill in the activity monitoring supports, carry out the annual activity report and propose areas for development;
● Gather player feedback and transform it into a platform improvement project to improve the player experience;
● Propose solutions in response to customer complaints or forward the file to the appropriate department;
● Carry out human resources management actions such as recruitment and training of candidates

Required qualifications
● Proficiency in one or more foreign languages (German/French/English);
● Know how to manage an accounting system and have good administrative skills;
● Have knowledge of dedicated customer relationship software packages;
● Have basic knowledge of marketing;
● Excellent interpersonal and writing skills;
● Knowledge of the project management process;
● Ability to comply with production objectives;
● Organizational skills;
● Have a good commercial sense;
● Have managerial skills and know how to manage a team;
● Have had at least one leadership experience;
● Be creative and motivated;
● Be rigorous, have an ability to analyze and monitor performance are major assets

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: Samantha Feeney

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