Swedish speaking Team Leader to iGaming client in Malta

Posted 13 July 2022
LocationPietà
DisciplineiGaming
Reference35569
Contact NameGregory Sims

Job description

What will you be doing? 

As Customer Service Team Leader you will be responsible for managing and leading a team of Customer Service Representatives to achieve the highest levels of customer service across different markets. 

  • Oversee the daily operations and refer unresolved customer grievances, in a clear manner, to designated departments for further investigation 
  • Report any errors on site to correct department/3rd party provider 
  • Have a clear understanding of Responsible Gambling and AML 
  • Assist/ support when needed (both by answering questions but also to do support tasks when needed) - to make sure the customer service level is delivered 
  • Monitor SLA (internal and external) and escalating when SLA not followed 
  • Build strong internal networks for collaboration and knowledge transfer with the team and other parts of the company. 
  • Deliver training for the Customer Service to be fully knowledgeable in Customer site, back office, other tools and procedures 
  • Monitor the team’s performance and identify individual development areas for team members 
  • Do quality checks of customer contacts, making sure that we enable our players with quality solutions in a timely, personal and professional manner that exceeds the customers’ expectations 
  • Coach and give feedback in performance reviews to ensure that the defined customer experience is delivered in every customer contact 
  • Submit ideas to increase the productivity of his/her team and keeping up to date with industry trends and developments. 
  • Lead and motivate team members with a positive attitude and ensuring a positive and enjoyable working environment 
  • Identifying individual development areas of team members and helping them through customized coaching that will motivate improved performance 
  • Keep up to date with all tasks, issues, new features 
  • Reporting team development and activities to head of Customer Service 
  • The communication link between the front-line and management and 3rd parties 

 

Who are you? 

  • You are a fluent or native Swedish speaker who can also speak and write English fluently 
  • You have at least 2 years proven team leadership experience within a fast-paced customer service department
  • You have a positive and a can-do attitude with a flexible approach – remember you are working on shift  
  • You are good at motivating, inspiring, encourage and leading others
  • You find coaching, sharing your knowledge and experience, and training others an honour 
  • You take pride in giving superb support you are a role-model for the agents 
  • You are an excellent listener and a communication guru towards team members as well as other departments, making sure that you have been understood correctly 
  • You take accountability and responsibility for tasks at hand 
  • You are paying attention to details and like to investigate and solve issues 
  • You can constructively share thoughts and suggestions for improvements  
  • You are a team player that can work independently 
  • We are humble and easy-going, so please be so too 
  • You have previous customer support experience, with vast knowledge about iGaming and online casino 
  • You are an excellent communicator 
  • You have a genuine interest in iGaming and eager to learn more 

 

What do we offer? 

  • Relocation package and assistance 
  • Private health insurance
  • Free breakfast and lunch provided via our brand new penthouse kitchen
  • Wellness allowance 
  • Birthday leave
  • Additional marriage leave
  • Additional paternity leave
  • 5 days of your sick leave to care for your sick child
  • 1 volunteer day
  • Flexible start and finish times (except for teams who work shifts)
  • Free transport home for late-night shifts
  • Refer a friend bonus
  • Professional development support 
  • Department team building activities 
  • Monthly get-togethers and activities 
  • Daily fresh fruit, tea, and coffee
  • Party tickets and free beach club access
  • Company loyalty trip