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Customer Service Manager
Essentials
Job title: Customer Service Manager
Location: Bucharest, Hybrid
Offer
A buddy will support you with your onboarding
Competitive salary package and bonus scheme
Health and life insurance for you and your family
Monthly allowance for lunch
Pluralsight, unlimited access to Udemy & continuous training for all your learning and development needs.
Clear career paths & a developmental 360° feedback framework.
Client
Our client is the leading GameTech company – one of the fastest growing in Europe. Their aim is to leverage cutting-edge Technology to provide the optimum experience to those who trust them for their entertainment.
Role
The Customer Service Manager is responsible for providing a productive and motivating working environment.
They are following and implementing the general strategy within the team, leading and focusing on people development, team morale and performance, overall operation and function of the department.
Responsibilities
Collaborate with the head/director in accomplishing the overall goals of the division
Create strategic plans, set long-, medium- and short-term goals and turn new ideas to projects
Allocate projects and monitors progress, provides advice and assist when needed
Analyse, evaluate and report for the overall results of the department (quantitative and qualitative metrics)
Collaborate with supervisor and team leaders to ensure the smooth operation of the department
Monitor performance and needs of direct reports and overall performance of the department
Responsible for recruiting needs and processes
Collaborate with the QC team in regards of the qualitative reports (agents/department evolution according to the KPI’s)
Be updated regarding the customer service trends, tools and practices
Requirements
Proven experience in a relevant role is mandatory
Experience in the gaming industry
High leadership & communication skills
High organizational & analytical skills
Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient, flexible
Written expression — the ability to communicate information and data in writing so others will understand
Service orientation — actively looking for ways to help customers (internal/external)
Proficient in MS Office / G Suite
Ability to interact with colleagues and lead/inspire team members
Fluent knowledge of English and Romanian
Apply today
If you meet the minimum requirements and are interested in applying for this position, please send your details to careers@key-talents.com with “Customer Service Manager”, in the subject line.