Customer Service Manager
Há 2 dias
: Implement strategies to enhance player satisfaction, engagement, and loyalty.
: Ensure that all customer interactions align with gambling regulations, responsible gaming policies, and AML (Anti-Money Laundering) laws.
: Track and analyze customer service metrics, including response times, resolution rates, and customer feedback.
: Provide ongoing training to customer service staff on new policies, procedures, and player engagement techniques.
: Handle high-level complaints and disputes, ensuring effective conflict resolution and customer retention.
: Continuously review and optimize customer service workflows to improve efficiency and service quality.
: 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).
**Preferred Skills**:
Knowledge of online gaming platforms and industry trends.
Experience in handling VIP and high-value customers.
Familiarity with dispute resolution and chargeback processes.
Certification in customer service management or leadership training is a plus.
Pay: R$3,661.52 - R$6,733.23 per month
Application Question(s):
- Are you ok to work onsite ( at office)?
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