Back to search.SRGEurope - Customer Service Shift Team Leader
| Employment Type: | Permanent |
| Location: | Gibraltar, gx11 1aa |
| Salary: | £23,000 - £25,000 |
| Languages: | English |
SRGEurope have been appointed to recruit a Customer Service Shift Leader to work for leading Online Gaming Company in Gibraltar. This job as Customer Service Shift Leader is ideal for an individual with previous experience managing teams who is keen to pursue a career in a fast paced management position. You will also be involved in creating and coordinating promotional campaigns and report writing.
Customer Service Shift Leader Responsibilities:
- Deal with escalated complaints - regarding games, service, software issues and promotions connected with Casino
- Authorise and issue credit tickets in line with promotional activity
- Determine credit goodwill gestures to player accounts within agreed constraints
- Use Retention/Conversion marketing materials
- Look into other competitors sites and learn about their policies and strategy
- Assign tasks and responsibilities to the team at the start of each shift
- Deal with Finance, IT & Risk escalated queries and ensure appropriate escalation to tier 2 departments
- Report on escalated issues and ensure follow up as per SLA
- Assign and manage breaks within the department
- Be available to all Member Service Specialists at all times during the shift to assist with any questions
- Monitor queue and track inbound calls, chats and emails
- Keep track and record attendance, daily statistics, paid time off, sick time, etc- per shift
- Conduct daily Team Brief to update on, current SLA, new promotions, technical issues, customer issues, motivation
- Complete the daily shift report
Customer Service Shift Leader Profile:
- Excellent interpersonal skills, self-confidence and ability to manage and motivate the team
- High levels of grammar, listening and verbal skills to facilitate exceptional customer service correspondence and reporting
- Analytical and reporting skills using word and excel
- Fluency in Spanish or another European language is beneficial
- An open, honest, enthusiastic and resilient approach
- Accountability for achieving goals and delivering a quality service to the customer
If you feel you have the necessary attributes as a Customer Service Team Leader please apply now for immediate consideration.
Skills: Customer | Service | Manage | Online | Gaming | Call | Centre
Customer Service Shift Leader Responsibilities:
- Deal with escalated complaints - regarding games, service, software issues and promotions connected with Casino
- Authorise and issue credit tickets in line with promotional activity
- Determine credit goodwill gestures to player accounts within agreed constraints
- Use Retention/Conversion marketing materials
- Look into other competitors sites and learn about their policies and strategy
- Assign tasks and responsibilities to the team at the start of each shift
- Deal with Finance, IT & Risk escalated queries and ensure appropriate escalation to tier 2 departments
- Report on escalated issues and ensure follow up as per SLA
- Assign and manage breaks within the department
- Be available to all Member Service Specialists at all times during the shift to assist with any questions
- Monitor queue and track inbound calls, chats and emails
- Keep track and record attendance, daily statistics, paid time off, sick time, etc- per shift
- Conduct daily Team Brief to update on, current SLA, new promotions, technical issues, customer issues, motivation
- Complete the daily shift report
Customer Service Shift Leader Profile:
- Excellent interpersonal skills, self-confidence and ability to manage and motivate the team
- High levels of grammar, listening and verbal skills to facilitate exceptional customer service correspondence and reporting
- Analytical and reporting skills using word and excel
- Fluency in Spanish or another European language is beneficial
- An open, honest, enthusiastic and resilient approach
- Accountability for achieving goals and delivering a quality service to the customer
If you feel you have the necessary attributes as a Customer Service Team Leader please apply now for immediate consideration.
Skills: Customer | Service | Manage | Online | Gaming | Call | Centre
You cannot apply for this job as it is no longer active.
