The Customer Service Team Leader’s role is a people’s person role. The team leader will be responsible for encouraging, motivating, and developing team members. All aspects of the role will be customer-centric and to be focused on what will give the customer the best possible experience from the site and customer service in a competitive world.

Responsibilities:

Oversee the daily operations and refer unresolved customer grievances, in a clear manner, to designated departments for further investigation
Report any errors on site to correct department/3rd party provider
Have a clear understanding of Responsible Gambling and AML
Assist/ support when needed (both by answering questions but also to do support tasks when needed) - to make sure the customer service level is delivered
Monitor SLA (internal and external) and escalating when SLA not followed
Build strong internal networks for collaboration and knowledge transfer with the team and other parts of the company.
Deliver training for the Customer Service to be fully knowledgeable in Customer site, back office, other tools and procedures
Monitor the team’s performance and identify individual development areas for team members
Do quality checks of customer contacts, making sure that we enable our players with quality solutions in a timely, personal and professional manner that exceeds the customers’ expectations
Coach and give feedback in performance reviews to ensure that the defined customer experience is delivered in every customer contact
Submit ideas to increase the productivity of his/her team and keeping up to date with industry trends and developments.
Lead and motivate team members with a positive attitude and ensuring a positive and enjoyable working environment
Identifying individual development areas of team members and helping them through customized coaching that will motivate improved performance
Keep up to date with all tasks, issues, new features
Reporting team development and activities to head of Customer Service
The communication link between the front-line and management and 3rd parties

Requirements:

A native or fluent Swedish speaker who can also speak/write English fluently
You have a positive and a can-do attitude with a flexible approach – remember you are working in shift
Good at motivating, encourage and lead others into performing at their best
You find coaching, sharing your knowledge and experience, and training others a bliss
Have a genuine interest in iGaming and eager to learn more
You take pride in giving superb support
Have a positive outlook and encourage others to do the same
An excellent listener and a communication guru towards team members as well as other departments, making sure that you have been understood correctly
You take accountability and responsibility for tasks at hand
You are paying attention to details and like to investigate and solve issues
You can constructively share thoughts and suggestions for improvements
Have a Glocal approach
A team player that can work independently
We are humble and easy-going, so please be so too
You have previous customer support experience, with vast knowledge about iGaming and online casino
Excellent communicator