Customer Experience Team Leader (Malta)

Customer Experience Team Leader

Malta

Description

Kwiff Limited is looking for a Customer Experience Team Leader based in Malta to join our Operations Team. We are thrilled to announce a new opening due to a recent internal promotion within the team.

We are seeking an experienced professional with a strong background in the i-gaming industry, customer experience, and team management. The role involves leading a team of agents to deliver exceptional customer service while driving performance and fostering a positive work environment.

Responsibilities:

Train and onboard new agents
Update and refine procedures
Team management: Lead, inspire, and support the customer experience team, fostering a positive work culture and encouraging collaboration and growth.
Rota and holiday management: Create and manage team schedules, ensuring adequate coverage to meet customer needs while accommodating holiday requests.
Performance monitoring: Analyse and track team performance against key performance indicators (KPIs), identifying areas for improvement and implementing strategies to enhance results.
Customer complaint handling: Take ownership of escalated complaints, resolving them promptly and professionally while identifying patterns or issues to prevent recurrence

Qualifications

Customer Support and Customer Satisfaction skills
Analytical Skills and Communication abilities
Technical Support expertise
Experience in leading a team or managing projects
Excellent problem-solving and decision-making skills
Ability to prioritize and multitask in a fast-paced environment
Knowledge of Zendesk and customer support tools is a must
Previous experience in the betting or gaming industry is a must

Benefits:

Free Lunch delivered 5 days a week to the office
Quarterly team events to keep you entertained
An office full of dogs
500 euro yearly well-being allowance (upon passing probation)
Quarterly company performance-based bonus (upon passing probation)
Quarterly team performance-based bonus scheme (upon passing probation)

About kwiff

Kwiff is not gambling as you know it. It’s a new approach to sports betting and casino focusing on giving each player an individual experience. We are determined to challenge the industry by being outrageously innovative and product focused – building the gambling company of the future. To be in total control we have built our own tech platform including a fully automated

gaming experience. We have launched our native iOS and Android apps on the UK market, offering our customers best-in-class UX/UI. Our ambition is to offer the best gambling experience and we have the knowledge, resources and courage to make it happen.

At kwiff we value people that are:

BOLD – believe they can make a difference and have a big impact.

SMART – action driven, customer centric, curious, good collaborator.

RESPONSIBLE – have great judgement, acts in the company’s best interest, self-motivated

ENTERTAINING – helps creating an awesome customer experience, are easy going, a team player and enjoy having fun at work.

This is an exciting time to join us. We are a fresh, diverse and dynamic company founded by industry recognised people with a long successful track record in the gambling business. We know what we are doing and where we are going. Come with us!

Operated by Kwiff Limited, Kwiff Penthouse, Domestica Building, Triq Il-Wied Ta’ L-Msida, Msida, MSD9023, Malta. Kwiff Ltd is a wholly-owned subsidiary of Eaton Gate Gaming Limited. Eaton Gate Gaming Limited is licensed and regulated in Great Britain by the Gambling Commission under account number 44448. This licence names Kwiff Ltd as agent and authorises Kwiff Ltd to provide gambling facilities, by way of umbrella licence held by its parent company. Please bet responsibly. Copyright © 2015 – 2023 Spryme Limited. All rights reserved.