Job Description
Our Client in the Gaming Industry seeks to hire a Customer Care Lead. The Customer Care Lead will be responsible for organizing team coverage to ensure all shifts are adequately covered and staff resource is efficient. Carrying out a thorough and ongoing call-monitoring program designed to ensure high levels of service are maintained at all times. Provide feedback to the team to keep them engaged and motivated.
Responsibilities
Ensure the customer service team meet and exceed customers’ needs.
Generate new initiatives and constantly challenge the team to improve customer service.
Provide excellent customer support for escalated issues by email/call/chat/SMS etc, always striving to resolve the issue and not escalate further.
Contributing to and ensuring compliance of Team KPI’s.
Organize team coverage to ensure all shifts are adequately covered and staff resource is efficient.
Carry out a thorough and ongoing call-monitoring program designed to ensure high levels of service are maintained at all times. Provide feedback to the team to keep them engaged and motivated.
Respond to clients throughout each shift; ensure our players receive the fastest possible and accurate response (live chat / telephone / e-mail).
Prioritize cases according to internal procedures – be aware of competitor’s delivery in these areas for comparison and bench marking.
Develop internal systems to provide electronic tools to help improve team performance.
Initiate, deliver and maintain the C/S vision and goals that are clearly communicated and agreed with the C/S team and the product owners.
Be proactive in anticipating peaks and troughs in work flow, promotions and key events; ensure feedback given to the business owners accordingly for their review.
Manage staff schedule, attendance, punctuality and performance. Influence positivity, attitude and work ethos, to ensure a conducive working team environment for all staff.
Creation and management of monthly team quota, ensuring staffing levels are optimally maintained at all times.
Assist with the recruitment of new starters (CV vetting, interviewing). Organize and conduct training for new staff.
Carry out regular one to ones, mid-year and annual reviews.
Assist management with the collation of data around department activity for daily, weekly and monthly reporting purposes.
Qualifications
Bachelors’ degree in a relevant field (Marketing / Communications etc.)
At least 3-5 years managerial experience in a fast paced dynamic environment.
Experience in coaching, training and motivating a team.
Ability to lead a team by example demonstrating our clients’ values as a foundation for the working day.
Ability to change and adapt working practices to suit the needs of an evolving company.
Able to manage performance objectively, consistently and within time scales.
Ability to work under pressure.
Strong organizational skills.
Competent and capable of making operational decisions.
A flexible approach to working hours.
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