Customer Service Manager
Posted 63 days agoSofia, Bulgaria, EuropeJob Reference: 35180
Pentasia is currently recruiting for a Customer Support Manager for a leading GameTech company, in Sofia, that is one of the fastest-growing in Europe, their aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.
Let's start with the role:
The Customer Service Manager is responsible for providing a productive and motivating working
environment. They are following and implementing the general strategy within the team, leading and
focusing on people development, team morale and performance, overall operation and function of
the department.
Responsibilities
? Collaborate with the head/director in accomplishing the overall goals of the division;
? Create strategic plans, set long-, medium- and short-term goals and turn new ideas to
projects;
? Allocate projects and monitors progress, provides advice and assist when needed;
? Analyze, evaluate and report for the overall results of the department (quantitative and
qualitative metrics);
? Collaborate with supervisor and team leaders to ensure the smooth operation of the
department;
? Monitor performance and needs of direct reports and overall performance of the department;
? Responsible for recruiting needs and processes;
? Collaborate with the QC team in regards of the qualitative reports (agents/department
evolution according to the KPI's);
? Be updated regarding the customer service trends, tools and practices.
Requirements
? Proven experience in a relevant role is mandatory;
? Experience in the gaming industry;
? High leadership & communication skills;
? High organizational & analytical skills;
? Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient,
flexible;
? Written expression — the ability to communicate information and data in writing so others
will understand;
? Service orientation — actively looking for ways to help customers (internal/external);
? Proficient in MS Office / G Suite;
? Ability to interact with colleagues and lead/inspire team members;
? Fluent knowledge of English and Bulgarian;
Pentasia is currently recruiting for a Customer Support Manager for a leading GameTech company, in Sofia, that is one of the fastest-growing in Europe, their aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.
Let's start with the role:
The Customer Service Manager is responsible for providing a productive and motivating working
environment. They are following and implementing the general strategy within the team, leading and
focusing on people development, team morale and performance, overall operation and function of
the department.
Responsibilities
? Collaborate with the head/director in accomplishing the overall goals of the division;
? Create strategic plans, set long-, medium- and short-term goals and turn new ideas to
projects;
? Allocate projects and monitors progress, provides advice and assist when needed;
? Analyze, evaluate and report for the overall results of the department (quantitative and
qualitative metrics);
? Collaborate with supervisor and team leaders to ensure the smooth operation of the
department;
? Monitor performance and needs of direct reports and overall performance of the department;
? Responsible for recruiting needs and processes;
? Collaborate with the QC team in regards of the qualitative reports (agents/department
evolution according to the KPI's);
? Be updated regarding the customer service trends, tools and practices.
Requirements
? Proven experience in a relevant role is mandatory;
? Experience in the gaming industry;
? High leadership & communication skills;
? High organizational & analytical skills;
? Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient,
flexible;
? Written expression — the ability to communicate information and data in writing so others
will understand;
? Service orientation — actively looking for ways to help customers (internal/external);
? Proficient in MS Office / G Suite;
? Ability to interact with colleagues and lead/inspire team members;
? Fluent knowledge of English and Bulgarian;
Let's start with the role:
The Customer Service Manager is responsible for providing a productive and motivating working
environment. They are following and implementing the general strategy within the team, leading and
focusing on people development, team morale and performance, overall operation and function of
the department.
Responsibilities
? Collaborate with the head/director in accomplishing the overall goals of the division;
? Create strategic plans, set long-, medium- and short-term goals and turn new ideas to
projects;
? Allocate projects and monitors progress, provides advice and assist when needed;
? Analyze, evaluate and report for the overall results of the department (quantitative and
qualitative metrics);
? Collaborate with supervisor and team leaders to ensure the smooth operation of the
department;
? Monitor performance and needs of direct reports and overall performance of the department;
? Responsible for recruiting needs and processes;
? Collaborate with the QC team in regards of the qualitative reports (agents/department
evolution according to the KPI's);
? Be updated regarding the customer service trends, tools and practices.
Requirements
? Proven experience in a relevant role is mandatory;
? Experience in the gaming industry;
? High leadership & communication skills;
? High organizational & analytical skills;
? Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient,
flexible;
? Written expression — the ability to communicate information and data in writing so others
will understand;
? Service orientation — actively looking for ways to help customers (internal/external);
? Proficient in MS Office / G Suite;
? Ability to interact with colleagues and lead/inspire team members;
? Fluent knowledge of English and Bulgarian;
Pentasia is currently recruiting for a Customer Support Manager for a leading GameTech company, in Sofia, that is one of the fastest-growing in Europe, their aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.
Let's start with the role:
The Customer Service Manager is responsible for providing a productive and motivating working
environment. They are following and implementing the general strategy within the team, leading and
focusing on people development, team morale and performance, overall operation and function of
the department.
Responsibilities
? Collaborate with the head/director in accomplishing the overall goals of the division;
? Create strategic plans, set long-, medium- and short-term goals and turn new ideas to
projects;
? Allocate projects and monitors progress, provides advice and assist when needed;
? Analyze, evaluate and report for the overall results of the department (quantitative and
qualitative metrics);
? Collaborate with supervisor and team leaders to ensure the smooth operation of the
department;
? Monitor performance and needs of direct reports and overall performance of the department;
? Responsible for recruiting needs and processes;
? Collaborate with the QC team in regards of the qualitative reports (agents/department
evolution according to the KPI's);
? Be updated regarding the customer service trends, tools and practices.
Requirements
? Proven experience in a relevant role is mandatory;
? Experience in the gaming industry;
? High leadership & communication skills;
? High organizational & analytical skills;
? Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient,
flexible;
? Written expression — the ability to communicate information and data in writing so others
will understand;
? Service orientation — actively looking for ways to help customers (internal/external);
? Proficient in MS Office / G Suite;
? Ability to interact with colleagues and lead/inspire team members;
? Fluent knowledge of English and Bulgarian;