GreenCari LLC. is a leading company specializing in customer support services for various online platforms, including online casinos. We are committed to providing exceptional customer experiences and ensuring the highest level of satisfaction for our clients and their users.
As the Customer Service Team Leader for our Online Casino Account, you will play a pivotal role in managing and optimizing the customer support operations for one of our key clients in the online gaming industry. The ideal candidate will possess strong leadership skills, a deep understanding of online casino operations, and a passion for delivering outstanding customer service.
Key Duties and Responsibilities:
Team Leadership:
- Lead and motivate a team of customer service representatives to achieve performance targets and deliver exceptional service to online casino users.
- Conduct regular team meetings, performance reviews, and training sessions to enhance the team's skills and knowledge.
Subject Matter Expertise:
- Develop and maintain a thorough understanding of the online casino industry, including game mechanics, regulations, and customer trends.
- Serve as the go-to person for the team regarding account-specific queries and challenges.
Quality Assurance:
- Implement and monitor quality assurance processes to ensure that customer interactions meet or exceed established standards.
- Provide constructive feedback and coaching to team members to drive continuous improvement.
Issue Resolution:
- Handle escalated customer concerns and complex issues, ensuring timely and satisfactory resolution.
- Collaborate with other departments to address systemic problems and enhance overall customer satisfaction.
Performance Metrics:
- Track and analyze key performance indicators (KPIs) related to customer satisfaction, response times, and issue resolution.
- Develop action plans to address areas of improvement and drive performance excellence.
Training and Development:
- Identify training needs within the team and coordinate relevant training programs to enhance skills and knowledge.
- Stay updated on industry trends and communicate changes effectively to the team.
Communication:
- Foster open communication channels between team members and other departments.
- Collaborate with the Operations Manager, as well as the Head of Customer Experience to implement strategies for account growth and customer satisfaction.
Qualifications:
- Bachelor's degree or equivalent experience in a related field.
- Proven experience in a leadership role within a customer service environment, preferably in the online gaming or casino industry.
- Strong knowledge of online casino operations, games, and customer behavior.
- Excellent communication, interpersonal, and problem-solving skills.
- Demonstrated ability to be a proactive go-getter, taking initiative to address challenges and seize opportunities for improvement.
- A track record of going the extra mile to exceed customer expectations and achieve performance goals.
- Ability to thrive in a fast-paced and dynamic work environment.
- Strong organizational and time-management skills, with the ability to prioritize tasks effectively.
- Innovative mindset with a willingness to explore new strategies and approaches to enhance customer satisfaction.
- A commitment to continuous learning and self-improvement, staying updated on industry trends and best practices.
GreenCari LLC. is an equal-opportunity employer. We encourage candidates from all backgrounds to apply.
