Customer Support Team Leader

Customer Service and Call Centre - Online Gaming

Gibraltar

Recruit Gibraltar is currently looking for a Customer Support Team Leader to join one of the latest and most exciting businesses crossing the Fintech and Gaming sectors to hit the market in a long time. The company have gone through an initial start up phase and are moving to a new growth phase which will represent a perfect opportunity to benefit from that growth, both financially and professionally.

We are looking for an organised, enthusiastic and adaptive Team Leader who loves coaching and leading a team, in addition willing to help and speak to customers, preferably with an interest in Football and/or passion for sports. We are committed to creating a unique positive customer and employee experience and are enthusiastic about showing our Customers how much we are listening to them.


What will you do as Customer Support Team Leader?

Providing day-to-day customer support, resolving queries and issues via phone, email & live chat
Motivating team to achieve KPIs and Targets
Working closely with managers to ensure agents are equipped and supported to hit their targets
Being a point of escalation for customer queries and potential complaints
Deliver regular Coaching and Quality Monitoring
Monitoring and reporting on KPIs and performance

What do you need to be a Customer Support Team Leader?

Previous experience in a Customer service management role
Passion for, and deep understanding of professional football
Experience of working in online gaming strongly preferred
Experience of supervising or managing people or teams
Experience in monitoring and reporting performance against targets
Ability to support and motivate colleagues
Attention to detail and strong organisational skills
Experience in delivering performance reviews and feedback to people and teams
Intermediate Excel skills
Must be available to work evenings,weekends and bank holidays

Salary 24k - 28k based on experience with benefits package.

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