Our iGaming client is looking for a Danish speaking Customer Support Team Leader to join their team. The ideal candidate will have experience in a similar role and excellent mentoring, organisational and analytical skills.
Conduct Monthly meeting with the team
Send agents their stats on a daily/weekly/monthly basis, check and handle bad surveys where appropriate and making sure all reports, KPI’s and Live Chats are monitored accordingly
Assisting the customer service agents when needed, making yourself available when they need with handling queries
Assisting Management when needed
Communicating with CS Manager and HR on agents’ performances – probation, low performers, sickness etc.
Working with other departments when required
Coaching new agents and training new agents on the Backoffice, product knowledge and procedural knowledge
Recruitment, which includes reviewing CS Candidates, interviewing and deciding if the candidate is a suitable fit for your team
Business fluency in Danish and English
Minimum 3 years of experience in a leadership role within an online customer service environment
Excellent decision-making skills along
People oriented with mentoring, leading, training and effective communication abilities
Good PC skills, experience working with Zendesk and Confluence is an asset
Pro-active personality with an interest and ability to motivate others