Client Service Manager

Tom Smelt
Job Ref
  • You will be responsible for managing front line customer service team
  • Training staff to deliver a high standard of customer service
  • Working in a young and dynamic environment
The company

A young, international and energetic start-up offering various digital marketing services to its clients across Europe, enjoying a central office in Malta.

The role

As Client Service Manager you will be responsible for managing front line customer service team, in order to deliver a high-quality customer experience through any appropriate media. This role plays a crucial part in the success of the business by ensuring effective service delivery and therefore retention of our clients.
Your responsibilities will include:
  • Managing the team of Customer Care staff effectively, to ensure that the Customer Care Department fully implements the Company Customer Care policy and procedure preferably in an online, multi-channel environment;
  • Ensuring that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company;
  • Understanding and knowledge of company policies and procedures and functional automation applications;
  • Training staff to deliver a high standard of customer service;
  • Handling customer complaints or any major incidents, such as a security issue;
  • Keeping accurate records of discussions or correspondence with customers;
  • Proven ability to operate independently as well as collaboratively;
  • Communicating with various internal departments.
Who are you?
  • High level of integrity, trust and respect. High energy and drive;
  • Approachable, adaptable and flexible;
  • An effective communicator. Problem solver;
  • Passionate and self-motivated, with positive "can do" approach;
  • Ability to motivate, inspire, mentor and coach others while maintaining a high-performing team within a positive, supportive work environment.
  • Strong customer service ethic;
  • Knowledge of customer service principles and practice;
  • Knowledge of relevant computer applications and highly proficiency with the Internet;
  • Previous experience in a supervisory role is essential.
  • Highly desirable: German native with excellent level of English 
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Tom Smelt
Manager, iGaming
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