WHAT YOU’LL DO
- Draft, implement, and execute policies and procedures to facilitate a quality customer service experience.
- Establish performance metrics for customer service representatives.
- Establish service levels and requirements for the department.
- Develop and implement methods to record, assess, and analyze customer feedback; training and quality assurance programs for new hires and experienced employees.
- Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.
- Oversee and manage responsibilities of Customer Support Team Supervisors as listed, 1-on-1 meetings with direct reports.
- Participate and assist in feedback/coaching sessions for underperforming CS agents.
- Report employee behavioral issues, critical customer complaints, and other significant issues to upper level management.
- Assist in monthly evaluations by providing feedback on agents performance.
- Assist in the recruitment process for new hires.
- Perform other related duties as assigned.
WHAT WE EXPECT FROM YOU
- 5+ years of experience in customer support.
- 3+ years of experience in a management position (Head, Team Lead).
- General understanding of the gaming services market.
- Experience with IT or complex technology products.
- Level of English — Upper Intermediate or higher.
COMPETITIVE SALARY AND BENEFITS.
FAST-PACED & EXCITING WORK ENVIRONMENT WITHIN AN EXPANDING ORGANIZATION.
COLLABORATIVE TEAMS WHERE YOUR IDEAS ARE HEARD & MATTER.
ABILITY TO WORK REMOTELY OR IN ONE OF THE OFFICES ACROSS ALL OVER EUROPE.
