Head of Support
Limassol
Responsibilities
- Be in charge of organization, management and control function for customer service department, supporting marketing campaigns, conduct customer retention out-bound reach-outs, upsells in addition to inbound customer service enquiries.
- Recruit, mentor, develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Collaborating with Risk and Fraud as well as Payments teams, ensure AML and KYC procedures are followed at all times.
- Continuously improve customer service experience, create engagement with customers and facilitate organic growth;
- Control resources and utilize assets to achieve qualitative and quantitative targets;
- Develop processes, knowledge base, service procedures, policies and standards;
- Keep accurate records and document workflow;
- Keep ahead of industry’s developments and apply best practices to areas of improvement.
Requirements
- 3+ years of experience managing an international and multinational, geographically dispersed team remotely;
- Proven working experience as a customer service manager in similar role and applicable gaming or gambling, high risk industries;
- Ability to take the lead in making improvements and resolving issues;
- Ability to develop and maintain digital systems to track service records across multiple software suites;
- Awareness of industry’s latest technology trends and applications;
- Ability to be customer-oriented in managing communications and issues;
- Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives;
- Strong English verbal and written communication skills.
Conditions
- Comfortable office in Limassol, Cyprus
- Help with relocation if needed
- Hybrid format
- Good compensation package
- Shortened working day
- 21 working days of vacation
- Medical insurance
- Lunch reimbursement
- Friendly and professional team