Customer Service Manager (Romania)

Kaizen Gaming este una dintre cele mai mari companii GameTech din lume. Cu accent pe Tehnologie și Oameni, își propune să îmbunătățească în mod continuu experiența de joc pe care o oferă milioanelor de clienți din întreaga lume și să ofere divertisment fanilor sportului într-un mod distractiv și responsabil.

Kaizen Gaming deține brandul premium de pariuri sportive și jocuri online Betano, cu o prezență stabilă pe piețele din Europa și America Latină. De asemenea, a intrat recent în Africa și America de Nord în Nigeria și Ontario. Compania are peste 2.400 de angajați la nivel global.

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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 Romanian.

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.

Kaizen Gaming Perks

💸Competitive salary package and bonus scheme.

👩‍⚕️Private insurance.

💰 Monthly allowance for lunch.

📚 Unlimited access to Udemy & continuous training for all your learning and development needs.