Customer Service Team Lead (Finnish speaking)

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  • Location

    Malta

  • Reference

    MAM 12164

  • Salary

    Up to €37,000

    Up to €37k

  • Type

    Permanent

The Role

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Our Client is a recognised and award-winning online casino with offices based in central Malta and is looking to develop its rapidly growing team of Customer Service Ambassadors to further elevate the player experience.

We are now looking for a Finnish speaking Customer Service Team Lead to drive and develop our Client’s Customer Service Team, drawing from your myriad of experiences in the field and inspiring vision for capturing the hearts of players through stellar service.

What will you do:

  • Promote a player-first approach, safeguarding that the players’ experience and best interest is at the core of all we do;
  • Making use of reporting and data to translate our player communications into actions and improvements;
  • Foster a collaborative, transparent, engaged and proactive environment.
    Stay on top of customer services performance metrics and make them transparent and relevant to the team; continuously identify and reward high performance and achievements, as well as identifying training needs and support team trainers to introduce and improve training programs and procedures;
  • Feedback sessions; frequent 1:1 meetings & performance evaluation;
  • Work closely with the People Operations team in order to maintain a happy and healthy team, as well as support in Ambassador recruitment;
  • Handle player cases and complaints escalated by the team, in collaboration with relevant people in the organisation;
  • Ensure that procedures put in place to handle our communications in a way that is compliant with regulatory and licensing conditions are being followed;
  • Suggest and organise team building activities;
  • Scheduling and workforce planning.

The Candidate

  • People-focused: You enjoy building strong, enduring relationships and nurturing tight-knit teams. Empathy comes naturally to you when dealing with the company’s players, understanding the experience from their point of view and feeding ideas to product to provide better experiences;
  • Hands-on: you are a person who is willing to roll up your sleeves and help on the front lines when the going gets tough, or grab a few chats to set an example for how we serve our players;
  • Experienced: you have previous experience in a leadership role within a support team at an online casino or similar;
  • Driven by vision & data: you turn to data to guide the team and make decisions on everything from resource needs to team performance, but you also understand the value of trusting your gut. You’ve seen how various companies deal with customer support and customer care –the good, the bad & the ugly. From this, you have developed an inspired vision of how you’d build a support organisation that can challenge the industry;
  • A confident problem solver: you provide transparency when troubleshooting or resolving issues and create a solutions-orientated environment;
  • Bilingual: you speak Finnish on a native level and you are also fluent in English.

The Company

A recognised and award-winning online casino based in central Malta, with autonomous teams around the globe working closely together towards a clear vision.

The Benefits

  • Attractive salary
  • Career progression opportunities
  • Challenging & dynamic environment

The Location

Malta is a small archipelago in the Mediterranean Sea, south of Sicily. It is an independent member state of the European Union and home to a little less than half a million people. It is English speaking and salaries are paid in Euros.

Malta is extremely popular for relocations, boasting as it does low domestic tax rates, Schengen Area membership, a rich history, a vibrant and active social scene, and the highest average number of days of sunshine per year in Europe.

Malta
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