Head of Customer Service

Do you possess ample experience in Customer Care, so stop looking for Jobs in Malta as we have the right career for you:

Our Client is recruiting a Head of Customer Service, you will report directly to the Operations Manager. You will be responsible for the implementation of the strategic direction and manage the Support Operations in terms of quality, employee development and efficiency perspectives while reaching business targets

Responsibilities

• Create effective customer service procedures in line with the company policies, and standards to achieve higher efficiency and productivity in the department. Lead the department for a scale of improvements focusing on quality and efficiency. Set and monitor both business and employee targets and KPI’s while being accountable for achieving the results
• Mentor and develop agents’ skills and strengths while recruiting the right people on board. Create an empowered and independent working environment for employees
• Establish KPIs, reports and analysis to achieve the best results for the business
• Create and maintain a stable service infrastructure that is flexible and responsive to changes
• Improve players service experience, create engaged customers and facilitate growth, while aiming to resolve issues in a one-stop-shop
• Stay ahead of industry knowledge while using best practices in areas to improve
• Generate and share comprehensive and detailed reports about team performance, mission-related objectives, action items and deadlines.
• Work closely with interfaces. Create a collaborative platform for consultation and sharing ideas

Skills & Experience

• At least 2 years of working experience with online gaming as a manager in customer support
• Experience with external CRM tools
• Excellent written and verbal communication skills, Fluent in English
• Excellent people skills to maintain positive relationships with all employees
• Strong analytical skills to identify improvements and opportunities
• Proven experience in employee development, management, and mentoring
• Strong work ethics in order to succeed in a fast-moving and result-oriented environment
• Example of integrity, self-motivated with the ability to work independently
• Ability to make strong long-lasting relationships with the customers and organization interfaces in order to influence positive customer relationships
• Excellent judgment and decision-making skills with attention to details and accuracy of work