Customer Services Team Leader

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Our client, a leading international service provider for the gaming industry in Malta is now due to growth seeking a Customer Services Team Leader to join their rapidly growing team. You will be reporting to the CS Support Manager and be responsible for the day-to-day activities and guiding your team accordingly. The ideal candidate will have a background in customer service and 2 years leading a team, preferably in the iGaming sector but not essential. If you feel you have what this role requires, GRS look forward to receiving your CV for this Malta-based Customers Services Team Leader Role.
  • Planning, prioritizing and delegating work tasks to ensure the proper functioning of the customer service department.
  • Scheduling daily and weekly team tasks
  • Inspiring and motivating the customer support team
  • Provide regular reviews with direct reports to ensure that all staff is fully trained and is meeting quality and efficiency standards
  • Monitoring productivity of the team to ensure Company's objectives and KPIs are met
  • Following agents’ performance and conduct coaching meetings
  • Listening to team members’ feedback and resolving issues or conflicts
  • Focusing on customer experience and aiming to maximize customer satisfaction
  • Monitoring the agents’ roster and identify OT needs
  • Delivering new employee training to ensure new employees are ready to work as CS agent
  • Identifying training needs based on the assessments and outline development plan
  • Serving as knowledge base for the agents
  • Identifying errors and bugs in the system together with Tier 2 agents and report those to the Stakeholders
  • Assisting the Customer Support Team Manager with ad-hoc tasks and projects
  • SLA delivery
  • A natural leader who possesses the ability to positively influence employees at all levels of the organization.
  • Well versed in the use of English, both verbal and written
  • Have 2 years working experience in a team-leading position
  • A good communicator
  • An excellent understanding of customer care
  • A deep understanding of the brands and products
  • Ability to work in a proactive manner, possess a positive attitude and strong attention to detail
  • Diligent and able to work on own initiative with minimal supervision
  • Ability to handle customer queries and act as a role model to agents
  • Strong teamwork skills
  • Good judgment & decision-making skills
  • Exceptional work ethics
Due to the high volume of applications we receive at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to Gabriella Hansson-Boe, Gabriella@grsrecruitment.comquoting the above job reference or call +356 27780664 for further information.


Job Summary
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    11 September 2022
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  • 2860
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