Swedish speaking Team Leader to iGaming client in Malta

Posted % B% d,% Y% H:% M
LocationPietà
Discipline iGaming
Reference35569

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