We are looking for a Danish Speaking Customer Support Team Leader for one of the leading online casionos in Malta!

What will you be doing? 
 

The Customer Service Team Leader’s role is a people’s person role. The team leaders 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. You will be mainly responsible for: 

• 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 

Who are you?  

• You are a fluent or native Danish-speaker

• 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 

What do we offer?  

• Private health insurance
• Birthday leave
• Additional marriage leave
• Additional paternity leave
• 5 days of your sick leave to care for your sick child
• 1 volunteer day
• Flexible start and finish times (except for teams who work shifts)
• Free transport home for late-night shifts
• Refer a friend bonus
• Wellness allowance 
• Professional development support 
• Department team building activities 
• Monthly get-togethers and activities 
• Free breakfast and lunch from our penthouse kitchen
• Daily fresh fruit, tea, and coffee
• Party tickets and free beach club access
• Relocation package and assistance 
• Company loyalty trip