Customer Services Team Manager

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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 Manager to join their rapidly growing team. You will be reporting to the CS Operations Manager and be responsible for the day-to-day activities and guiding the team accordingly. You will also be involved in setting targets, implementing guidelines, and supporting your team with assisting in any issues that come up. The ideal candidate will have a background in customer service and also have a minimum of 1 years’ experience as a Manager 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 Manager Role.
  • Planning, prioritizing and delegating work tasks to ensure the proper functioning of the customer service department.
  • Supervising day-to-day operations in the customer service department.
  • Monitoring productivity, team performance, and reporting metrics.
  • Listening to team members’ feedback and resolving issues or conflicts.
  • Ensuring that necessary resources and related training tools are made available for agents.
  • Recognizing high performance and rewarding accomplishments.
  • Assisting in the implementation of effective employee loyalty programs.
  • Suggesting and assisting in the organization of team-building activities
  • Managing employee leave to ensure effective operational performance and positive employee wellbeing.
  • Highly involved in the selection and recruitment of customer service employees.
  • Managing employee performance through performance management strategy, including PA reviews and coaching.
  • Assisting in handling employee disciplinary issues as required.
  • Developing customer satisfaction goals and coordinating with the team leaders to meet them on a steady basis.
  • Creating and suggesting effective customer service procedures, policies, and standards.
  • Assisting the Customer Services Operations Manager with SLA delivery.
  • Assisting Customer Services Operations Manager with ad-hoc tasks and projects.
  • A natural leader who possesses the ability to positively influence employees at all levels of the organization.
  • A minimum, 1-year previous work experience in a managerial role in the Customer Support sector.
  • Excellent command of English, both verbal and written.
  • In-depth knowledge of customer service principles and practices.
  • Excellent knowledge of the I-Gaming sector and related products.
  • Can work in a dynamic environment and under pressure.
  • Strong organizational skills and can multitask.
  • A good communicator with strong interpersonal skills.
  • Ability to prioritize and manage work without losing attention to detail.
  • A flexible attitude towards work.
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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    26 May 2022
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  • 2858