Customer Services Specialist
2 semanas atrás
We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.
Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there'll be no average day for you. Ready to Press Play on Potential?
About the Role
This role focuses on actively managing and enhancing the experience on the Reclame Aqui channel, while also advocating for continuous improvement across all Customer Support channels. You will analyze data, provide insights, and implement improvements to increase the value of our customer interactions. Acting as the main point of contact, you will ensure a smooth experience, track operational performance in real time, and identify key process improvements to boost the overall customer journey.
Responsibilities
- Manage processes of ReclameAqui handling to drive continuous improvements and create value to the company, engaging directly with both front-line support POCs, as well as key ReclameAqui stakeholders both inside and outside the organization.
- Ensure smooth operations by developing, tracking, and executing action plans in collaboration with our BPO partners and internal stakeholders.
- Conduct qualitative and quantitative analysis of Reclame Aqui data to identify patterns and areas for improvement.
- Collaborate with internal teams, both national and international (Training, Quality, Sales, Product, and Support) to resolve customer issues and enhance user experience.
- Monitor channel-specific health metrics and develop action plans for at-risk customers.
- Provide proactive recommendations to help customers maximize the value of our products/services.
- Identify patterns and root causes of complaints, collaborating with internal teams to reduce recurrences.
What you will bring
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Fluency in English.
- 3-5 years of experience in a related role, with at least half of it in fast-growing tech companies.
- Proven experience of 2 years minimum in dealing directly with ReclameAqui.
- Strong communication and interpersonal skills.
- Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk).
- Problem-solving skills with a proactive, customer-first mindset.
Kaizen Gaming Perks
- Hybrid way of working - 3 office x 2 home
- Competitive pay and bonus scheme
- Private health and dental insurance for you and your family
- Life Insurance
- Monthly meal allowance
- Multi sports card
- Commuting Allowance
- Developmental 360° feedback framework
- Unlimited access to Udemy & continuous training
- A buddy will support you with your onboarding
Recruitment Privacy Notice
Regarding the data you share with us, you may find and read our recruitment privacy notice here.
We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.
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