Customer Support Team Leader (Italian Speaking) at Greentube Malta Limited - Customer Service jobs in Malta - September 2020

Customer Support Team Leader (Italian Speaking) at Greentube Malta Limited

JOB TYPE: Full Time JOB LEVEL: Experienced, Middle Management
Customer Service
Greentube Malta Limited is looking to recruit a Customer Support Team Leader (Italian Speaking) to join their team on a full-time basis. The ideal candidate will be working for their Italian platform to ensure that the Support team representing the company in all customer contacts gives the best service via email, phone, email and live chat.

Your Tasks: 
  • Responsible for developing positive relationships with the support team, providing training and daily support;
  • Monitor potential issues and improve the user experience;
  • Being the first point of escalation for team members;
  • Updating and evaluating reports;
  • Recruiting new team members when needed;
  • Training new and existing team members;
  • Coordinating with other departments and offices (Vienna);
  • Updating rosters and shift schedules;
  • Coordinating and approving leave requests;
  • Escalating cases that exceed your knowledge or authority (RG issues, compliance issues, complaints, technical issues);
  • Keeping team members up to date with new procedures and any updates with Customer Support Manager;
  • Access all team members performance by completing Quality Assurance and KPI checks (phone, emails and live chat);
  • Provide feedback to all team members from the QA and KPI results on a monthly basis;
  • Follow up on any escalated cases;
  • Managing the CS team activities and planning;
  • Responsible for developing positive relationships with the support team;
  • Monitor potential issues and improve the user experience;
  • Responsible for the communication with the customers and the constant improvement of our policies and procedures;
  • Develop plans to exceed service-level expectations;
  • Visiting the Vienna office for training and meetings.

Your Profile: 
  • Fluency in Italian and English;
  • Proven working experience as a customer service team leader or supervisor;
  • Experience managing online companies/platforms;
  • Experience in providing customer service support;
  • Excellent knowledge of management methods and techniques;
  • Experience working knowledge of customer service software, databases and tools;
  • Ability to think strategically and to lead;
  • Strong client-facing and communication skills;
  • Advanced troubleshooting and multi-tasking skills;
  • Customer service orientation.

Our Offer:
  • Friendly and flexible environment;
  • Career growth opportunities;
  • Work within a diverse and international team;
  • Work and travel to our HQ in Vienna;
  • Weekly lunches on us;
  • Company events and activities;
  • Your very own personal training budget;
  • Private Health Insurance;
  • Use your sick leave to take care of your child;
  • Refer a friend bonus;
  • Daily fresh fruits and coffees;
  • Work from home flexibility.

Greentube Malta Limited:
Greentube Malta Limited is part of the NOVOMATIC Group of companies, one of the largest integrated gaming groups worldwide. Greentube Vienna and Greentube Malta are the leading full-service provider in the online & mobile gaming sector and is a pioneer in the development and provision of state-of-the-art gaming solutions. Greentube focuses on casino and skill games, table games and video poker as well as Poker and Bingo. As an international and steadily growing company Greentube guarantees interesting insights into the gaming industry and a challenging, team-oriented working environment.

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