About Client

Academia de HR is recruiting for its Client, a well-established network of casinos and bookmakers in Romania. The company has a long time and strong presence all over the country. The highest quality of services and customer satisfaction are guaranteed by a staff of over 200 people dedicated to their profession. Today, our Client is moving toward online because the iGaming industry is one of the fastest-growing industries on the planet and is expected to reach new heights in the near future. The fast-paced rate of technological advancements, digitalization, and mobile phones contributes to the success of this sector. In terms of market size and revenue generation, iGaming is at par with the film and music industries, if not better.

The new tech-savvy generation of punters and gamers want a user-friendly proposition that makes it easy and convenient for them to enjoy gaming wherever, whenever. Therefore, since 2021, the company has been developing an online betting platform that includes casino games and live-casino and therefore is looking to hire new talents.

Job Description

We are looking for a motivated and experienced Customer Support Manager in iGaming industry, to lead the customer support department. The customer support manager will be responsible for driving superior customer support to business clients through policies, procedures, and the setting of goals. You will be up-to-date on industry products and trends and train staff accordingly.

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

  • Manage the customer support department’s day-to-day functions. For a start, it will train and coordinate a team of up to 6-8 people, expected to grow in the future

  • Coach and support team members about their daily tasks. Drive a positive work environment through employee engagement

  • Respond to escalated customer support issues

  • Implement customer support processes to enhance customer satisfaction

  • Formulate and revise customer support policies and promote their implementation

  • Manage the budget of the customer support department

  • Inform the team of all new information related to products, procedures, and trends

  • Assess support statistics and prepare detailed reports on the findings

  • Interview and hire new employees

  • Oversee and evaluate the team’s ongoing training efforts

  • Deliver performance evaluations according to company policy

Ideal Candidate

  • Education and Experience:

    • Bachelor’s Degree or equivalent experience
    • Proven experience as a customer support specialist, preferably within a similar environment. Previous experience within the Online Gambling industry is a plus
    • Thorough knowledge of legislation pertaining to consumer protection.
  • Other requirements

    • Prior experience in a managerial or supervisory role will be advantageous.
    • Top-notch oral, written, and interpersonal abilities.
    • Well-developed arbitration skills with the ability to remain impartial.
    • Affinity for multitasking with precision.
  • Personality

    • Team person, positive attitude, open to ideas
    • Capacity to accept and utilize constructive criticism.
    • Autonomy and initiative, together with the discipline to act unsupervised to achieve results

Why to Join – Offer

  • You will work for a reputable company, one of the top players in its segment

  • Open-minded and enthusiastic colleagues, a friendly work environment, family atmosphere. Young and energetic team, colleagues with top skills

  • Laptop, mobile phone

  • Very competitive salary

  • On-site job in Bucharest close to the subway station

  • Flexible working environment within a dynamic team

  • Team events (team buildings, team hangouts, etc)

  • Continuous learning and improvement activities

  • Being a part of a growing organization

This is more than a job, it is a chance to build something remarkable as a Manager on a core division

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