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Customer Operations Manager

Job Title: Customer Operations Manager
Contract Type: Permanent
Location: Gzira, Malta
Salary: Attractive
Reference: 5669
Contact Name: Veronique Amaira
Job Published: September 18, 2019 09:30

Job Description

Established global sports and entertainment company based in Malta is currently looking for a Customer operations Manager. You will build the customer support function from the ground up and ensure the highest level of service is delivered 


Main Responsibilities:

  • Assessing the company's customer support needs in time for product launch including language, product knowledge, technical support
  • Making sure to provide first line customer support upon app launch to gauge customer needs
  • Providing a development strategy, set SLAs and recruit first level support agents to support the ongoing business needs
  • Working with internal stakeholders and app testers to create a database of potential queries / issues and define the voice of our Customer Support
  • Developing reporting, procedures and processes for a Customer Support team
  • Providing CSAT surveys to senior management team on a regular basis
  • Identifying and reporting on improvement areas for Customer Experience within the business.
  • Developing positive relationships with in-house or outsourced support team/s, providing training and daily support
  • Developing plans to exceed service level expectations
  • Monitoring the quality of the Customer Support team's activity across all platforms: live chat, phone and email.


Skills & Experience required:

  • At least 3-4 years of experience within Customer Service in the I-gaming space (ideally as a Team Leader)
  • Experience in working within an international support environment
  • Experience in developing reporting, procedures and processes for a Customer Support team
  • Able and willing to be supportive for their team in a 24/7 business
  • A driven, passionate individual who thrives on challenges in the workplace
  • Willing to learn from and be involved with the teams around you, going beyond your remit and helping drive the business forwards
  • Ability to work independently and take initiative
  • Excellent communications and interpersonal skills.
  • Open minded for new technologies and innovative solutions
  • Excellent spoken and written English
  • Desirable – knowledge of Customer Service software, databases and tools