Second line support specialist (German speaking)Malta
We are looking for Second line support specialist to act as front liners in analyzing customer needs and providing technical support for our outsourced Customer Support department.
What will I be doing?
• Provide support to our outsourced CS team in order to solve customers’ queries;
• Build relationships with game providers and other departments in order to solve customers queries and issues;
• Keep track of issues faced by customers;
• Propose improvements in order to avoid the interruption of play and increase the overall customer experience;
• Provide ongoing support, refreshment/follow-up/quality analysis to all CS Agents;
• Monitor CS Agents’ in liaison with localized Customer Operations Manager on performances and provide feedback and recommendations for any additional training needs to management;
• Take part in, and sometimes lead, various projects within the CS department;
• Actively seek and manage ways of improving existing processes & enhancing the customer experience by reviewing survey responses providing necessary feedback to management.
Who are we looking for?
At least 1 year of experience within a customer service role, ideally within the iGaming industry
Fluency in German and English languages
Experience with Office Suites and Google Apps (Docs, Sheets, etc);
Organized with strong attention to detail
Good communication skills and interpersonal skills
Good negotiation and persuasion skills
Ability to work independently
A team player willing to work within a tight-knit team