Customer Services Team Leader (French)

Where: Gibraltar

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in French

Main Responsibilities:

  • Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
  • Monitoring all incoming chats, calls and emails to ensure SLA’s are being met.
  • Take calls with high profile risks such as Responsible gambling, threats etc.
  • Coach new starters and assist team members
  • Identify, communicate and apply enhanced efficiency and productivity processes where necessary.
  • Complete monthly quality evaluations for all team members
  • Fill performance cards and have 1to1 monthly meetings with all team members
  • Recruitment of new agents and assist other Team Leaders in interviews

Essential

  • Excellent knowledge of online gaming – games and payment processing and especially internal procedures
  • Excellent French and English language skills
  • Excellent communication and interpersonal skills
  • Ability to perform well in a fast-paced and ever changing dynamic environment.
  • Advanced Microsoft office especially excel, word, outlook, power point
  • Showcase good leadership skills
  • Ability to multitask and solve problems
  • Proactive and dynamic character.
  • Required to work shifts.

Desirable

  • Educated to degree level or equivalent
  • Managerial skills
  • Knowledge of other languages is a plus.

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