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Head of Customer Service & Call Centre

Job Description

We are looking for an individual with a passion for Customer Service, high work ethics and

strong leadership skills.

 

Role description:

  • Gaining full knowledge of the product
  • Planning and establishing a CS culture in line with the concept of the company
  • Developing a Customer Service strategy with focus on customer retention and customer loyalty
  • Developing a Sales strategy with focus on customer acquisition
  • Building up procedures, workflow and team for pro-active Customer Service and Sales
  • Executing CRM and sales strategy
  • Developing testing strategies for all aspects of CS to ensure the most effective approach per vertical
  • Leading a team of multi lingual Customer Support/Sales agents, including recruitment, training, support and appraisals
  • Producing performance and sales reports and customer support analysis
  • Working closely with all departments to ensure efficient CS work
  • Strongly team work oriented with good communication skills to empower collaboration and motivation within the company
  • Take ownership of the CS channels
  • Working with CRM tools
  • Benchmarking key market competition’s CS approach
  • Being part of the Senior team
  • Reporting to Chief Brand Officer

 

Our candidate:

  • Experience in customer service and sales management
  • Strong knowledge of the gaming industry
  • A team player with leadership and motivational skills,
  • Helpful, diplomatic and honest individual
  • Excellent communications skills
  • Great reporting and presentation skills
  • Good at surfing the web, using CS-Tools and MS Office
  • Language skills: fluent in English; Swedish, Finnish, or Norwegian knowledge will be evaluated as a plus

 

KPI’s:

Service efficiency

  • Time to take the call/chat
  • Ticket closure thread

Customer satisfaction

Sales

  • Acquisition new players
  • New depositors
  • Service efficiency

Retention

  • Campaign profitability
  • Retention
  • Reactivation

Team motivation

Team leadership

Reporting

Cost optimization (roasters etc.)

Softskills

 

Ref:

Location

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