Danish Customer Support Team Leader to leading casino client in Malta

Posted 16 February 2022
LocationPietà
Job type Permanent
DisciplineiGaming
Reference35031
Contact NameCharlotte Kamlin

Job description

We are looking for a Danish Speaking Customer Support Team Leader for one of the leading online casionos in Malta!

 

What will you be doing? 
 

The Customer Service Team Leader’s role is a people’s person role. The team leaders will be responsible for encouraging, motivating, and developing team members All aspects of the role will be customer-centric and to be focused on what will give the customer the best possible experience from the site and customer service in a competitive world. You will be mainly responsible for: 

  • 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 Danish-speaker
  • You have a positive and a can-do attitude with a flexible approach – remember you are working in shift  
  • Good at motivating, encourage and lead others into performing at their best 
  • You find coaching, sharing your knowledge and experience, and training others a bliss 
  • Have a genuine interest in iGaming and eager to learn more 
  • You take pride in giving superb support 
  • Have a positive outlook and encourage others to do the same 
  • 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  
  • Have a Glocal approach 
  • 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 
  • Excellent communicator 

 

What do we offer?  

 

  • Private health insurance
  • 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
  • Wellness allowance 
  • Professional development support 
  • Department team building activities 
  • Monthly get-togethers and activities 
  • Free breakfast and lunch from our penthouse kitchen
  • Daily fresh fruit, tea, and coffee
  • Party tickets and free beach club access
  • Relocation package and assistance 
  • Company loyalty trip