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Customer Support Manager, Any Region



Any Region, Malta 

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Job Description:

Our client is looking for a Customer Service Manager to join their team.
Experience of managing customer support teams or call centres handling enquiries via telephone, live chat or email.
The ability to be seen as a leader to the customer support agents
Fluent in English written and spoken essential
Strong interpersonal skills
Presentable and approachable demeanour
Customer orientated with problem solving abilities
Online gaming industry experience essential
General Job description:
Responsibility of the operational running of the Customer Support Department
Train, mentor and coach team members to help them achieve the best possible results
Responsibility for ensuring continuously improvement of the support department KPI’s at all times.
To help maintain customer satisfaction at all times through quality customer service
Identify potential high value players and report them to the Head of Retention/VIP Ac Manager
Full management of the staffing requirements needed for the department
To ensure all translation requirements are allocated and completed in order to meet the business demand
To ensure smooth running of the support department out of hours and be available to the team as needed
Managing and leading all aspects of the customer support department on a day to day basis
Being responsible out of hours for ensuring that all department functions still run as normal
To reduce resolution times of customer service enquiries in order to consistently improve the quality of support the business offers
To deliver daily, weekly and monthly reports of the departments performance to senior management
Conducting all support staff monthly reviews and appraisals and providing feedback of agent performance to senior management
Maintenance of all support systems and access rights to new or existing staff there of
Full responsibility of the support team rota to ensure that shift are always adequately covered to meet business requirements
Handling of escalated customer complaints in a professional manner in accordance with business guidelines and policies
To pre-empt player wants and needs and provide procedural suggestions to other members of the management team.
To understand our customers and establish a firm grasp of our player needs and trends, then make suggestions on how to improve our efforts using the tools at our disposal.
To monitor and track our Potential VIP players and handle them accordingly with a view to progressing them into full VIP status by ensuring they receive appropriate treatment at an early stage.
To action generated segment leads to the Customer Service team from Marketing teams to increase revenue generation from standard player base
To be aware of our central marketing calendar at all times in order to keep track of promotions across all channels in order to answer customer queries effectively.
To be the figure head of the business in dealing with all of our non-VIP players.
To handle the administrative duties of the support department in relation to but not limited to; hiring new team members, disciplinary action, ongoing support
To be fully responsible for training and personal development of new and existing customer support staff
Responsibility for escalating critical technical or VIP issues to Senior Management the instant they arise both inside and outside of working hours.
To be responsible for implementing new process changes instructed from Senior Management to aid the business growth.
Send your CV to krysta@bettingconnections.com for more info on how to apply.
Company Info
Betting Connections
High Street
Sliema, Malta
Phone: +356 27 204 520
Web Site: www.bettingconnections.com
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