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Swedish speaking Team Leader to iGaming client in Malta
- Posted 13 July 2022
- LocationPietà
- DisciplineiGaming
- Reference35569
- Gregory 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