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Employers

Head of Customer Support - Malta, Sliema

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Location:

Sliema, Malta 

Job Category:

Customer Service
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EU work permit required:

Yes
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Job Reference:

Job ID: 7731_1622630225

Job Views:

38

Posted:

02.06.2021

Expiry Date:

17.07.2021
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Job Description:

On behalf of our client, we are looking for a talented Head of Customer Support to work in Malta!



Responsibilities:


* Lead, develop, and motivate Team Leaders to encourage their teams to deliver the service across all stages of the customer journey
* Build strong internal networks for collaboration and knowledge transfer within the team and other parts of the company
* Draft, implement and execute policies and procedures to facilitate quality customer service experience
* Establish KPIs and other performance metrics for the Customer Service representatives as well as for the department as a whole
* Ensure KPIs are met and drive continuous performance improvement in all areas of the Customer Service operations
* Develop and implement methods to record, assess, and analyze customer feedback
* Ensure compliance and responsible gaming procedures are adhered to by all CS staff
* Maintain in-depth working knowledge of the company’s brands, systems, and processes
* Identify and recommend technology, equipment, and policies that may improve the department’s overall service delivery
* Complete people management tasks including 1-1 meetings, quarterly appraisals, overtime & Performance Bonus reporting, and absence management
* Provide performance and KPI reports on a regular basis (weekly, monthly, quarterly, and annually) together with detailed analysis of each KPI/performance metric and any issues impacting the service delivery
* Act as the communication link between the Customer Service department and C-Management.
* Perform other related duties as assigned


Requirements:


* 4+ years proven experience managing Customer Support operations within the iGaming industry
* Fluent English language skills
* Strong knowledge of relevant gaming laws
* Excellent leadership skills with the ability to motivate, lead and develop staff
* Action-orientated and innovative with the ability to translate broad goals into achievable steps
* Results-driven with excellent problem solving/ planning and organizational skills
* Highly numerate and have an analytical/detailed approach with the ability to work within deadlines / under pressure

To find out more about this great opportunity and many others, get in touch with the Betting Connections team. We have options for speakers of many languages across Europe with positions based in Athens, Thessaloniki, Limassol, Lisbon, Porto, Malta, and elsewhere.

We offer a 250 euro ‘refer a friend’ bonus for successfully placed candidates, so please send us any candidates that you feel might be suitable.

Job Requirements:

* 4+ years proven experience managing Customer Support operations within the iGaming industry * Fluent English language skills * Strong knowledge of relevant gaming laws * Excellent leadership skills with the ability to motivate, lead and develop staff * Action-orientated and innovative with the ability to translate broad goals into achievable steps * Results-driven with excellent problem solving/ planning and organizational skills * Highly numerate and have an analytical/detailed approach with the ability to work within deadlines / under pressure
Company Info
Betting Connections
High Street
Sliema, Malta
Phone: +356 27 204 520
Web Site: www.bettingconnections.com
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Company Profile