Customer Support Team Leader

  • Sliema, Malta
  • Full-time

Company Description

Eyas Gaming is a new concept in the world of slots, founded by world leaders in the iGaming industry and backed by the renowned and highly successful Gauselmann Group. Eyas Gaming is set to push the boundaries of best-in-class experience providing a service like no other. We have a top-class proprietary platform, proven at the elite level of gaming meaning that we have the freedom and ability to shape our player experience.

We are digital leaders, creating brands that connect with players and building incredible experiences relevant to our audience. We are innovators, we are hungry to succeed with an entrepreneurial spirit and a can-do attitude, not afraid to take risks. We have a high level of attention to detail, we take great pride in getting things right. We are passionate and ambitious about what we do. We are social, we like to have fun and celebrate successes. We care, we care about our employees and our players. Our aim is to create a fun, fair and efficient gaming experience where our employees and customers feel valued.

We are looking for talented and passionate individuals who are looking to make a difference in this exciting and dynamic industry.

Job Description

Eyas Gaming is looking to recruit an experienced Customer Support Team Leader to join our growing team. This is an excellent opportunity to be involved in the build of new team and working closely with our Customer Support Manager you will be at the forefront of company operations helping to maintain and develop exceptionally high standards of customer service.

What will you do?

  • Help to implement strategies and improve the customer support operation using data analysis from reports created by the CS management team
  • Coach and develop a small team, to ensure continuous improvement of group and individual results, providing consistent and regular development feedback
  • Assist management in the setting of OKR’s and SLA’s and ensure teams KPIs are met
  • You will be responsible for overviewing both the UK and German market
  • Set up goals and objectives for your team and follow these up in monthly 121s
  • Report and analyse team performance on a daily, weekly and monthly basis.
  • Ensure Compliance and Responsible Gaming procedures are adhered to by everyone
  • Ensure that best in class customer support is provided at all times and that the team provides timely solutions to all queries or questions
  • Champion company values and set example for all CS agents Develop short term and long terms improvement plans for individuals with clearly defined measures of success, succession planning for CS agents
  • Continually review player transactions and activity to minimise any financial risk to the business
  • Ensure team members understand how to meet performance expectations and provide ongoing support.
  • Carry out regular one to one with team members and provide feedback on performance
  • Manage shift rotas to ensure coverage at all times
  • Ensure that best in class customer support is provided at all times and that the team provides timely solutions to all queries or questions
  • Monitor and manage productivity across the team, reporting back to management as and when required
  • Be the point of escalation in the complaints process, providing solutions when required

 

Qualifications

  • You will be either an experienced Agent in the iGaming industry or currently hold a supervisory role
  • You will ideally have experience of the German market and/or be fluent in German
  • Have a history of creating reports and delivering high levels of customer support on the back of analysis of data
  • Be experienced in problem solving and hold a comprehensive and detailed understanding of common complaints and issues that occur on a gaming platform
  • Ability to work in a fast paced and high-pressure environment, with excellent communication skills and stakeholder management experience
  • A detailed understanding of social responsibility issues, including a proven background in player interactions and interventions
  • Risk, fraud, and payments knowledge would be advantageous
  • Have a knowledge or be willing to learn, effective coaching methods and an ability to develop and motivate

Additional Information

  • Private Healthcare
  • Pension Scheme
  • 24 days holiday
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