We are looking for an excellent or talented Customer Support Adviser to be the next TEAM LEADER!
➢ To lead, coach and motivate a team of Customer Support agents and to ensure that all performance targets are achieved
➢ To communicate effectively with the team, line management, external customers and business contacts.
➢ Ensure at all times that the team provides effective and efficient customer service
➢ To ensure adherence within the team to agreed Contact Centre procedures in order to ensure consistency of process and procedures, guidelines and optimisation of operational efficiency.
➢ Discretion and confidentiality is observed at all times.
➢ Completing the overall monitoring process
➢ Carry out work related specific projects that may be generated as a result of the enquiry monitoring process.
➢ Identify operational standards from which measurement of quality improvement will be driven.
➢ Provide feedback to the Customer Contact Operations Leadership Team in order that everyone will receive Enquiry Quality results to discuss with their CSA’s during regular coaching sessions & 121’s
➢ Highlight to the Customer Operations Leadership Team any issues identified via monitoring process that may require immediate action to resolve
➢ Identify those processes / methods of operation which can be improved, including liaising with Training Manager to implement any associated training that may be required.
➢ Work to a structured process which ensures the correct quantity & quality of enquiry monitoring is completed during each month
➢ Meet pre-determined operational Key Performance Indicators.
➢ Keep up to date with market/competitor services and implement new challenging ideas
➢ Amend all the internal procedures, process manuals and training material to maintain high level quality across the department
➢ Compile and distribute training feedback forms and quality surveys across the department
➢ To develop self in order to increase personal contribution to the role.
➢ Focus on costs, process improvements and/or efficiency to contribute to the profitability of the company
➢ Reinforce the culture and core values of the company through appropriate behaviours and actions
Knowledge and Experience:
➢ Good general level of education, with a good standard of numeracy and literacy being important.
➢ Strong communication skills both written and verbal are important.
➢ Thorough understanding of the various brands
➢ Proven background in Sales & Customer Service or quality coaching is desirable although not essential.
Allan Aasterud & Click Recruiting is born from an IT recruitment brand that has 30+ years experience in the market and now has a fresh look to represent where it is positioned in the digital & technology recruitment sector; matching great talent to great jobs with great companies.
At Click we believe in attracting and retaining the right individuals, because they are absolutely central to what we achieve and to the success of our business.
We care about our clients and candidates and are defined by our success in supporting them so need people who not only get that but more importantly want to deliver on it everyday.
Allan Aasterud is the European Business Development Manager, and his focus is top talent and tech headhunting. If you are customer service, marketing, compliance or product, then Allan is your guy.
"18 years in iGaming has given me a unique insight into the market and what the future will bring. I have worked for some of the most successful gaming operators and advised top football clubs in Spain and England.
I have been lucky to work with some of the leaders and key players in the tech-driven gaming industry and have seen talented individuals blossom through hard work, desire and knowledge.
I'm a Nordic market specialist and very passionate about talent and skills."
Question? Then you should contact Allan & Click right now!