
Customer Experience Delivery Manager
1 semana atrás
Job Overview
">Key Responsibilities:Delivering Exceptional Player Experiences: Develop and implement strategies to enhance player satisfaction, engagement, and loyalty.
Compliance & Responsible Gaming: Ensure all customer interactions align with gambling regulations, responsible gaming policies, and AML laws.
Performance Monitoring: Track and analyze customer service metrics, including response times, resolution rates, and customer feedback.
Training & Development: Provide ongoing training to customer service staff on new policies, procedures, and player engagement techniques.
Escalation Management: Handle high-level complaints and disputes, ensuring effective conflict resolution and customer retention.
Process Improvement: Continuously review and optimize customer service workflows to improve efficiency and service quality.
Collaboration with Other Departments: Work closely with marketing, fraud prevention, and product teams to enhance the overall player experience.
Requirements & Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- 5+ years of experience in customer service management, preferably within the online gambling or iGaming industry.
- Strong knowledge of gambling regulations, responsible gaming, and compliance requirements.
- Experience working with CRM systems, live chat software, and ticketing systems.
- Excellent communication, leadership, and problem-solving skills.
- Ability to work in a fast-paced, high-pressure environment.
- Strong analytical skills to assess customer service metrics and trends.
- Fluent in both Portuguese and English (spoken and written).
Competitive salary and performance-based incentives.
Opportunity to work in a dynamic and rapidly growing industry.
Career growth and professional development opportunities.
A collaborative and innovative work environment.
Why Apply?
Are you a customer service professional passionate about delivering exceptional player experiences? We'd love to hear from you.
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