German Team Lead

Job Description

Our client is a leading Gaming company here in Malta and is looking for a German CS Team Leader to join their team.

Responsibilities:

As a Customer Service Team Leader, at your work you will focus on 3 main areas: Leadership, Coaching & Training, Customer Service.

Leadership area:

  • Develop positive relationships with all team members
  • Regular 1-1 and group team meetings.
  • Support team members in their individual career paths
  • Assist the Customer Service Manager inspiring and motivating the team.
  • Provide timely performance statistics together with Customer Service Manager.
  • Assist Customer Service Manager with ad-hoc tasks and projects.
  • Key working relationships with your team and other departments within the company.

Coaching and Training area:

  • Coaching, quality monitoring, review of customer’s feedback and individually tailored coaching session.
  • Provide regular reviews with direct reports to ensure that all staff is fully trained and is meeting quality and efficiency standards.
  • Train new team members

Customer Service area:

  • Identify errors and bugs in the system together with Shift leaders and report those to the Stakeholders
  • Be involved in Customer experience enhancements.
  • Identify and report improvement areas according to company procedures.
  • Build and maintain relationships with existing and new customers.
  • Helping customers with all their inquiries
  • Clarifying Terms and Conditions when it is needed
  • Explaining how to use games and services
  • Assisting the customers with on-going marketing campaigns
  • Logging the tasks in accordance with company guidelines
  • Helping out Payments and Fraud specialists in upholding security of the company and preventing fraudlent activities
  • Advising players on responsible gaming tools and acting pro-actively on player’s gaming patterns
  • Escalating and following up customer cases when needed
  • Helping out with translations if needed

 

Requirements and skills:

  • Educated to a degree level would be an advantage or equivalent experience On-line experience in Support / Customer Services
  • Experience of managing people performance and development
  • Experience in an on-line customer service environment
  • High interpersonal skills to develop and sustain good working relationships with direct reports, team members and wider teams
  • Proven problem solving skills
  • High level of attention to detail
  • Ability to work in a busy environment
  • Able to work under own initiative
  • Ability and desire to deliver exceptional levels of Customer Service
  • Excellent written and verbal communication skills
  • Clear thinking and problem solving
  • Flexible and willing to work daily / evening shifts
  • Native German