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Ad title:
Customer Support Team Lead
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Prime Sales Holding
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Published: 14 March
/ Deadline: 14 April
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PrimeSales delivers a dynamic gaming experience, offering a wide selection of casino games and sports betting options. With enticing promotions and fast payouts, PrimeSales ensures a seamless and rewarding experience for players seeking variety and excitement.
We are seeking a highly skilled Customer Support Team Lead will oversee the daily operations of the customer support team, ensuring that our players receive prompt, accurate, and friendly assistance across multiple channels (live chat, email, phone, and social media). This role requires excellent leadership skills, a customer-first mindset, and a deep understanding of the online gaming industry.
Key Responsibilities:
** Team Leadership: Lead, motivate, and support a team of customer support agents to ensure high performance and a customer-centric approach. Set clear goals and provide ongoing feedback and coaching.
** Operational Management: Monitor and manage daily workflows to ensure all customer inquiries are handled promptly and efficiently. Maintain service level standards and KPIs (e.g., response time, resolution time, customer satisfaction).
** Training & Development: Conduct regular training sessions to ensure agents have the necessary knowledge and skills to address customer issues effectively, with a focus on product knowledge, problem-solving, and communication.
** Quality Assurance: Review customer interactions to ensure they meet company standards for quality, professionalism, and empathy. ** Provide constructive feedback and support continuous improvement.
** Escalation Management: Handle and resolve complex or escalated customer issues that require more attention or specialized knowledge. Ensure that all escalations are addressed and resolved in a timely manner.
** Reporting & Analysis: Generate and analyze team performance reports. Identify trends and areas for improvement, and work with management to implement corrective actions.
** Collaboration: Work closely with other departments, such as CRM, Marketing, and Product, to address customer feedback, improve customer experience, and ensure smooth operations.
** Compliance & Responsible Gaming: Ensure that all customer support interactions comply with gaming regulations, responsible gaming guidelines, and company policies. Uphold the highest standards of customer protection.
Required Skills & Qualifications:
** Experience: 2-3 years of experience in a customer support role, with at least 1 year in a leadership or supervisory capacity. Experience in the online gaming or casino industry is highly preferred.
** Leadership Skills: Strong leadership abilities with experience managing and motivating a team in a fast-paced environment. Ability to lead by example and inspire a customer-first mindset.
** Excellent Communication: Exceptional verbal and written communication skills. Ability to effectively communicate with customers and team members from diverse backgrounds.
** Problem-Solving: Strong analytical and problem-solving abilities, with the capacity to handle complex issues and provide solutions in real-time.
** Customer-Oriented: A passion for delivering excellent customer service and improving customer satisfaction.
** Tech-Savvy: Comfortable with customer support software, CRM tools, and other digital platforms used to manage customer inquiries. Experience with live chat, ticketing systems, and phone support platforms.
** Multitasking & Time Management: Ability to handle multiple tasks and prioritize effectively, especially during peak times.
Preferred Qualifications:
** Previous experience working in the online gaming, casino, or iGaming industry.
** Knowledge of responsible gaming practices and customer protection policies.
** Experience with performance management, including setting KPIs and conducting performance reviews.
** Fluency in additional languages is a plus.
What We Offer:
** A creative and dynamic work environment where you can contribute your fresh ideas.
** Opportunities for growth and skill development.
** Competitive salary and a comprehensive benefits package.
** Fitpass & Sports activities.
** The chance to be part of an innovative and growing brand in the gaming industry.
** A modern office in the heart of the city.
PrimeSales is an equal opportunity employer. We welcome applicants of all backgrounds and identities, without regard to race, color, religion, sex, sexual orientation, age, gender identity, gender expression, national origin, disability, or any other legally protected characteristics.
If you`re a creative individual looking to bring fresh ideas to an innovative company, we`d love to meet you!
Please send your CV to: hr@zolobet.com.
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