Job Detail

REQUIREMENTS

• English Written and spoken at mother tongue level.
• Excellent Computer skills (knowledge of Microsoft Office tools).
• Excellent interpersonal communication and presentation skills.
• Capacity to learn, adapt and operate in a fast and dynamic environment.
• Ability to cope under pressure and in a stressful environment.
• Previous experience as a QA Specialist – a must.
• Previous experience in the Gambling industry– an advantage.
• Experience in Customer Support – an advantage.
• Ability to multi-task between different responsibilities and proven time management skills.
• Training, monitoring and coaching skills

KEY RESPONSIBILITIES

• Monitor customer service performance on the agent and team level;
• Review a subset of support agents’ conversations (chats, emails, phone calls);
• Assess support interactions based on internal standards;
• Report support team’s performance to the Team Leader;
• Evaluate CS agents on a regular basis to identify areas of improvement and knowledge gaps;
• Identify training gaps and suggest training solutions to fill them;
• Address clients’ feedback and follow up as needed;
• Prepare weekly reports on the CS agents’ performance and report to the Team Leader;
• Provide feedback and coaching about case handling to the agents and point out opportunities for improvement;
• Accompany evaluations with meaningful and constructive feedback;
• Deep dive into the operational procedures to identify opportunities to up-skill the CS team performance;
• Write procedures as needed based on identified gaps;
• Utilize an in-depth understanding of metrics and workflows to identify workflow gaps and opportunities for process improvement;
• Perform quality reviews; monitor conversations to evaluate customer service skills against established quality metricс, including but not limited, to accuracy of information, demonstrated professionalism and product knowledge;
• Develop and expand the FAQ pages- internal & external.