Client Experience Manager

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Employer: EveryMatrix
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: peste 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 08.12.2017
    Remote work: On-site
    Short company description

    EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 200 customers worldwide. The company is profitable, has over EUR 100m in annual revenues, and has 700 employees in offices across ten countries in Europe, Asia and the US. EveryMatrix was founded in 2008 and remained a founder-owned private company.

    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!

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