Customer Service Team Lead

Responsibilities:

• Provide professional and timely assistance to staff and customers via live chat, email, and phone, resolving inquiries and complaints efficiently.
• Assist staff with account-related tasks, team onboarding, and conducting training, ensuring compliance with company policies.
• Educate the team on company rules, features, and promotions, offering guidance and troubleshooting to enhance their experience.
• Handle escalated issues with empathy and professionalism, escalating complex cases to senior staff or management as necessary.
• Monitor team activity and suspicious behavior, following protocols and reporting anomalies for investigation.
• Maintain accurate records of staff interactions and resolutions using customer service software, ensuring data integrity and confidentiality.
• Stay informed about company products, services, promotions, and industry trends to provide accurate information.
• Collaborate with departments such as operations, payments, fraud prevention, and technical support to address player issues and enhance customer satisfaction.
• Participate in training sessions, team meetings, and performance reviews to continuously improve knowledge and performance.
• Strive to meet or exceed performance metrics, including response times, resolution rates, customer satisfaction scores, and quality standards.

Requirements:

• High school diploma required; Bachelor's degree preferred.
• Previous customer service experience in a fast-paced environment, ideally within online gaming, betting, or entertainment.
• Excellent verbal and written communication skills, with the ability to effectively interact with customers of diverse backgrounds.
• Strong problem-solving skills with the ability to resolve issues quickly under pressure.
• Empathetic, patient, and committed to delivering exceptional customer service.
• Proficient in Microsoft Office and customer service platforms.
• Fluency in multiple languages is a plus.