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Customer Service Team Leader
2 semanas atrás
**We are Kaizen Gaming**
Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in Europe, with the Stoiximan brand in Greece and Cyprus and Betano in Germany, Romania, Bulgaria, Portugal, Brazil, Chile and Peru. Our aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.
**Let's start with the role**
A CS Team Leader is responsible for employee performance and morale, task allocation, monitoring shift progress, providing help and solutions when needed, addressing and monitoring internal communication, escalating and following up on pending issues.
**What is in for you**
- Monitor a group of employees' performances and provide constructive feedback;
- Oversee a group of employees' performance targets and goals;
- Collaborating with the QC team on qualitative reports (agents/ department development according to the KPI's);
- Collaborating with shift leaders, supervisors, managers & colleagues;
- Allocate tasks & projects to team members;
- Assist in the training of newcomers;
- Create working & vacation schedules;
- Create weekly & monthly quantitative reports;
- Anticipate challenges from projects & improve processes;
- Assist and support agents with any issues they may have;
- Be updated on company's product, promotions, policies and changes;
- Be updated on the customer service trends, tools and practices.
**What you'll bring**
- Proven experience in a similar position;
- Good knowledge of the gaming industry will be considered a plus;
- High communication skills;
- High organizational & analytical skills;
- Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient & flexible;
- Leadership skills;
- Service orientation. Actively looking for ways to help customers (internal/external);
- Excellent MS office skills;
- Native Brazilian Portuguese language skills;
- Fluent English language skills.
**Kaizen Gaming Perks**
Competitive salary package and bonus scheme.
- ️Health and life insurance for you and your family.
Monthly allowance for lunch & commuting expenses.
- Clear career paths & a developmental 360° feedback framework.
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