Customer Support Shift Leader

EnergyCasino is a well-established, innovative online casino based on the sunny island of Malta. 

Over the years, we've strived to provide our customers with a first class gaming experience while helping our employees grow and achieve their career goals. We pride ourselves on being a customer-focused company, committed to providing exceptional service to our customers.

We are looking for a motivated and dynamic Customer Support Shift Leader to oversee and manage our customer support team during designated shifts. The ideal candidate will be a proactive leader with excellent communication skills and a passion for delivering outstanding customer service. This role requires the ability to effectively resolve customer issues, provide guidance to team members, and ensure seamless operations during assigned shifts.

Key Responsibilities:

• Leading as an example, motivating, and inspiring the Customer Support agents.
• Supporting and actively driving the achievement of superior customer experiences.
• Ensuring that more complex customer issues are followed up and resolved in a timely manner / providing first-line escalation support, and assisting with difficult cases, disputes, suicide threats.
• Handling customer issues and escalations, ensuring timely resolution, fulfilling daily logging task.
• Always ensuring a high quality of customer support, given a stipulated deadline and KPI’s.
• Giving input on Customer Support agents' performance on a day-to-day basis and quarterly, for meetings with Team Manager and Head of Department.
• Maintaining high levels of product knowledge to ensure that appropriate guidance is always available for agents - in cooperation with Trainer.
• Conducting quality assessments and quality spot checks and giving regular feedback.
• Providing refresher sessions, practical training, and support to trainee agents when needed, with a continuous focus on improving their performance.
• Monitoring and constantly improving content, tonality, and quality of customer interaction.
• When necessary, works on chats/emails and takes care of the chat queue, as a senior Customer Support agent.
• Performing any related duties and tasks as required.

Key Competencies:

• Excellent communication skills in business English, native level of Polish/Hungarian (both spoken and written) would be considered as an asset.
• A minimum of 1.5 years in Customer Support role, preferably in an iGaming environment. Previous experience in a senior agent/shift leader role would be considered an asset. 
• Problem-solving skills and a strong customer focused mindset.
• Ability to multitask and prioritize your own workload to meet required deadlines, think on your feet, as well as have an eye for detail.
• Patience, empathy, flexibility, ability to motivate.
• Good interpersonal skills with the ability to build strong relationships within the team and other departments.
• Ability to work on a shift basis, including weekends and public holidays.
• Must have the desire to deliver the best customer experience in the industry.
• Additional certification in related topics is considered a plus.
  

What we offer: 

• Initial in-depth onboarding training;
• Funding for training and self-development;
• Fruit, snacks, and Monday breakfasts;
• Company taxi for late shifts or for work related events;
• Private Hospital and Clinic Health Insurance;
• 6 weeks per year working from abroad;
• 4 weeks of Parental Leave for new Dads;
• Option of 1 month working on reduced hours after Maternity Leave;
• 1 day of Birthday leave;
• 5 days of child sick leave for parents;
• Referral Compensation;
• Short Summer Fridays;
• Added Leave Day For Voluntary Work.

First impressions count, and when it comes to finding a new job, your application is that first impression. We want you to make the most of your chance to impress us. So, put in a bit of effort, and impress your potential new employers by making use of these tips:

• Do your research,
• Be selective,
• Take time to perfect your CV and Cover Letter,
• Show interest during the Recruitment process.

In light of the requirements under Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons concerning the processing of personal data (GDPR), we kindly inform you that:

1. The data controller of the personal data of our employees, associates, and persons applying for employment is Probe Investments Limited, having its registered address at Level 4, 109, Sir William Reid Street, GRZ 1033 Gzira, Malta.
2. The personal data that we are provided with is used by us only for the following purposes: recruitment processes, the performance of our duties arising from the provisions of the law relating to employing workers and establishing cooperation, and, potentially, also to establish, pursue and defending claims made against us.
3. The legal basis for the processing of personal data by us is the provisions of the law, the legal duty that is imposed upon us (art. 6 (1) (c) GDPR) in the event of recruitment, to take steps at the request of the data subject before entering into a contract and to perform a contract (art. 6 (1) (b) GDPR). We can also process data based on our legitimate interests pursued by the controller consisting of establishing, pursuing, or defending against claims in proceedings before courts or public authorities(art. 6 (1) (f) GDPR).
4. We can make our employees' data available to entities and bodies to which we are obligated to transfer the data under the provisions of the law, as well as entities that render services on our behalf that are necessary to conduct business (e.g. accounting, legal services, services related to benefits concerning medical care, insurance and access to recreational facilities, etc.).
5. We will only keep personal data stored for as long as is reasonably necessary to carry out the purposes and legal obligations outlined in this clause. 
6. In the case of recruitment - we will keep your data for the entire recruitment period and up to 3 months after its completion.
7. If you give us your consent - we will keep your data for the future recruitment processes up to 3 years. 
8. You have the right to: access your data, rectify, erasure, restrict processing, make a complaint to a supervisory authority, and the right to transfer the data. The consent to the processing of personal data may be withdrawn at any time. However, it does not affect the lawfulness of processing based on consent before its withdrawal. In the case of recruitment, withdrawing the consent will make it impossible for us to take your application documents under advisement.
9. For the performance of the rights related to personal data, please contact the Data Protection Officer: dpo@energycasino.com.