Customer Service Manager

We're on the lookout for a Customer Service Manager who embodies dedication, transparency, and teamwork. Our ideal candidate is someone eager to contribute to our success with a commitment to innovation and modern solutions.

Qualifications:

• Proficient in English at a professional level.
• Minimum of 4-5 years of experience in customer service.
• Experience supervising and coordinating multinational and cross-functional teams is an advantage.
• Comprehensive understanding of customer service principles and practices, along with product knowledge.
• Experience in the gambling industry is beneficial.

Skills and Competencies:

• Strong communication and customer service skills.
• Ability to supervise, analyze problems, and solve them efficiently.
• Capable of making decisions, planning, organizing, and showing initiative.
• Must be flexible, able to handle stress, and possess excellent presentation skills.
• Skills in coaching, process improvement, and proactive engagement are essential.

Responsibilities:

• Develop and implement customer service policies and procedures.
• Set and communicate customer service standards.
• Oversee customer service operations, ensuring efficiency and quality service delivery.
• Manage and resolve complex customer service issues.
• Analyze customer feedback to improve customer experience.
• Implement strategies to enhance service quality, productivity, and profitability.
• Coordinate with management to support growth strategies.
• Manage customer service projects and initiatives, ensuring they align with budget and performance goals.
• Address staff training and coaching needs to enhance team performance.

Additional Responsibilities:

• Ensure high standards of quality and professionalism in customer interactions.
• Maintain and update necessary data/files for operational efficiency.
• Responsible for the timely update and preparation of documents for customer information.
• Utilize various software tools to optimize department operations and collaborate on achieving common goals.
• Follow up on technical issues reported by customer support and ensure accurate reporting within set timelines.

This position offers an opportunity to play a key role in a dynamic environment, ensuring the highest level of customer service and contributing to our ongoing success. If you're passionate about leading a team towards excellence and have the qualifications we're looking for, we'd love to hear from you.