Client Experience Manager

Employer: EveryMatrix
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: peste 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 20.11.2017
    Short company description

    EveryMatrix is a leading IT software supplier for the iGaming industry, with products like a fully managed, multi award-winning sportsbook, dozens of casino and live casino providers integrated into one lobby & wallet, a vendor neutral gaming management platform with payment processing and much more.

    Requirements

    Hard skills:

    Around 3 years of team leading experience on a similar role;
    Experience in customer support and team management;
    Proven background in an organized/ multinational environment (used with process, procedure, discipline etc);
    Excellent leadership and mentoring skills with solid track record in leading change and transforming organizations/ teams;
    Ability to follow documented procedures, logical thinking;
    The technical aspects of an activity are fun for you;
    Participate in educational workshops to stay up-to-date on developments in the industry;
    Good written English skills (mandatory);
    Previous experience in gambling industry is a plus.


    Soft Skills:

    Patient and tolerant, with strong personality;
    Willingness to continuously learn and improve;
    Highly organized, focus capacity;
    Time management skills;
    Active listener;
    Customer Satisfaction mindset;
    Effective Communication – Extensive Experience – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

    Responsibilities

    Oversee our customer support team;
    Create and deliver training sessions for Customer Support Teams;
    Improved retention of staff;
    Establish and monitor KPIs;
    Help grow expertise level of Support Teams to reduce load on Account Management;
    Inspire, motivate, coach and develop front-line leaders and staff;
    Manages and sets the performance and operating standards for the customer support supervisors and team members;
    Encourages effective and constructive feedback mechanism within the team and across teams to consistently improve and reach higher levels of efficiency and performance;
    Together with Head of Account Management ensure that EveryMatrix clients experience a professional and helpful dialogue with us at the highest level;
    Assist Support Team leaders in recruitment.

    Other info

    Perks & Benefits:
    • We provide a daily catered lunch;
    • We hold team building activities and office parties throughout the year;
    • We offer a health insurance package;
    • Our offices are in the heart of the city, at Unirii Square;
    • You will be part of a young and pleasant work environment;
    • We lighten up our workplace with an entertainment corner;
    • And...an ever-growing, IT library!