Customer Advisor, German-Speaking, Email and Chat Support
Ecolab
Customer Experience Team Leader, Scandinavian Speaker
ComeOn Group
full-time
Posted on:
Origin: • 🇲🇹 Malta
Visit company websiteJob Level
Senior
About the role
- Lead and support a Scandinavian-speaking customer experience team of agents.
- Hire staff to establish a proactive team with high standards.
- Coach and develop staff for continuous improvement and arrange personal development meetings.
- Review quality and efficiency of staff and monitor performance.
- Coordinate schedules and ensure adequate cover by working closely with other CX teams.
- Report and analyse team performance on a daily, weekly and monthly basis.
- Plan and organise motivational activities and team events.
- Ensure AML, Fraud, compliance and responsible gaming procedures are adhered to by everyone.
- Assertively manage team resources and ensure effective use of resource.
- Ensure activities follow on-brand approach and company standards and culture.
- Ensure team members understand performance expectations and provide ongoing support.
- Develop short- and long-term improvement plans for individuals with clear measures of success.
Requirements
- Native in Swedish/Norwegian Language.
- Extensive knowledge about Customer Experience and connecting with customers via both email and live chat.
- Good understanding of sports betting, casino and the iGaming industry overall.
- Experience and knowledge in Payments tasks is favourable.
- Strong leadership, communication and interpersonal skills and ability to motivate others.
- Strong work ethic and great attention to detail.
- Proactive and positive attitude; 'go-to' person.
- Flexible to work on a shift basis.
