Customer Service Team Leader - French speaking

  • Betting Appointments
  • Malta
  • Dec 10, 2018
Full time Account Manager Jobs Customer Service Jobs iGaming Jobs

Job Description

French Speaking – CS Team Leader 

€29,000 plus bonus

Malta

 

The company:

The role is for a leading European betting company based in Malta.

 

Job purpose summary:

To supervise, manage and motivate a group of 12-15 French Customer Service Agents ensuring the achievement of key objectives to drive customer service within his/her team.

 

Job functions

  • Leading the team in day to day activities and ensuring team KPI’s & targets are exceeded and a high quality of service given to customers and internal departments.
  • Ensuring that all company, departmental and individual objectives are clearly identified and communicated
  • Managing team productivity and general productivity adherence / driving the development of team members to maximize performance.
  • Assessing performance and providing constructive feedback to develop and liaising closely with the Training and Quality team regarding team training needs
  • Manage all personnel issues in conjunction with company policy
  • Liaising with other departments that have a direct impact on the customer journey (IT/WFP/Marketing etc)
  • Providing status updates/reports to senior management (both scheduled and ad-hoc)

 

Skills/competencies required:

  • Leadership and Vision – Ability to inspire team with a clear vision and purpose
  • Written and spoken French skills at a native level
  • Excellent command in English
  • Excellent verbal, written and interpersonal communication skills
  • Excellent computer literacy skills, especially in web-based applications and Office tools
  • Strong people management skills
  • Ability to establish, track and meet key performance indicators for the CS staff with regard to quality, efficiency, sales and customer satisfaction
  • Strong customer service focus with the ability to work under pressure
  • Ability to analyse/problem solve and deal with escalated complaints
  • Strong organizational, interpersonal, oral and written communication skills
  • Ability to interact with peers, senior management and other departments in a professional manner.​
  • Effective time management skills & a strong sense of initiative
  • A demonstrated ability to self-motivate, work in teams, and be flexible within a fast-paced and changing environment
  • Very result driven with good follow-up skills and an ability to manage high workloads and projects towards tight deadlines
  • Excellent adaptability and able to work under pressure and within deadline

 

 

 

We regret that due to current volumes, we are unable to acknowledge every application.  All successful candidates will be contacted as soon as possible.  If you are contacted, please note that, as part of the registration process, you will be required to provide us with proof of identity and proof of eligibility to work in the UK.

Betting Appointments, part of the St George’s Recruitment Group, is acting as an employment agency in regard to this vacancy.  We specialise in finding great jobs for great people; our consultants handle a wide range of roles within the betting and gaming industry. If you’re looking for a fresh approach to betting and gaming recruitment, please contact us now.

 

Salary

Negotiable