German Customer Service Team Leader

Location
Malta
Salary
€40,000
Contact
Hilda Rudbo
Job Ref
1196258
  • IGaming and Team Management experience
  • Native German and fluent English speaking
  • You motivate the team while leading by example
What should you bring with you?
As an international company, we are seeking a German speaker (native or C2) that is also fluent in English to lead our customer service officers and to be able to have some friendly chats with your colleagues from different countries.
 
Customer service is your passion, and you strive to pass on this to your team. You are organised and a great communicator. You motivate the team while leading by example. You have already been working as a team leader or manager in the gaming industry for at least two years, and you have at least three years of gaming and customer service experience.
 
 
Key tasks:
  • Manage the Customer Support Team
  • Training of the Customer Support team;
  • Provide reports to management on a weekly basis
  • Develop plans to exceed service level expectations
  • Responsible for achieving service quality
  • Create/Update customer guidelines and procedures, if and when required;
  • Ensure that players are provided with an outstanding level of service;
  • Communicate with relevant departments to provide timely escalation process and following up with pending issues;
  • Handle daily management of all incoming requests via emails, phone, and Live Chat;
  • Assist the relevant departments, including Fraud Officer and the Money Laundering Reporting Officer, when required;
  • Maintain customer focus and responding to customer queries in accordance to the Employer’s guidelines;
  • Give feedback of recurring customer issues to management and relevant internal departments;
  • Respond and action requests from management;
  • Promote the Employer’s values and products;
  • Ensure a professional working relationship with customers and other colleagues working with the Employer;
  • Liaise with third party providers of the Employer providing services which overlap to the Employee’s line of work;
 
 
 
 
 
 
 
 
 
 
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Hilda Rudbo
Senior Consultant
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