As Customer Service Team Manager, you are mainly responsible for the performance of the Customer Service Team. You provide mentorship and guidance to employees, maintain ongoing two-way communications, and promote professionalism, teamwork, and an outstanding level of service.
You organise training for existing and new employees. You set team goals and objectives and ensure that the team members reach or exceed them.
You prepare monthly reports to show progress to senior management. Communication is also the key with our other departments receiving feedback from players and sharing it internally enables us to continually improve our platform in a way that reflects our daily customer experience.
Key tasks :
Manage the Customer Support Team
Training of the Customer Support team;
Provide reports to management on a weekly basis
Develop plans to exceed service level expectations
Responsible for achieving service quality
Create / Update customer guidelines and procedures, if and when required;
Ensure that players are provided with an outstanding level of service;
Communicate with relevant departments to provide timely escalation process and following up with pending issues;
Handle daily management of all incoming requests via emails, phone, and Live Chat;
Assist the relevant departments, including Fraud Officer and the Money Laundering Reporting Officer, when required;
Maintain customer focus and responding to customer queries in accordance to the Employer’s guidelines;
Give feedback of recurring customer issues to management and relevant internal departments;
Respond and action requests from management;
Promote the Employer’s values and products;
Ensure a professional working relationship with customers and other colleagues working with the Employer;
Liaise with third party providers of the Employer providing services which overlap to the Employee’s line of work;
Native German with fluent English language skills
Customer service is your passion, and you strive to pass on this to your team.
You are organised and a great communicator.
You motivate the team while leading by example.
You have already been working as a team leader or manager in the gaming industry for at least two years, and you have at least three years of gaming and customer service experience.