Locatie
Malta
Domeniu
Other
Client

Our Client

  • It is the largest sports betting operator in Romania, with massive growth in Poland

Responsibilities

  • Analyze existing customer support processes and workflows to identify areas for improvement
  • Develop and implement strategies to streamline processes, reduce inefficiencies, and enhance overall operational effectiveness
  • Lead efforts to identify root causes of customer support issues and inefficiencies
  • Work closely with other departments (such as Product, Quality Assurance, and Training) to ensure a seamless customer support experience
  • Collaborate with stakeholders to implement cross-functional initiatives that improve customer satisfaction
  • Collaborate with cross-functional teams to identify automation opportunities and requirements
  • Provide training and support to team members on using integrated systems and automation tools effectively
  • Lead and coordinate teams in the planning, execution, and monitoring of integration projects
  • Build and maintain relationships with third-party vendors and technology partners to ensure seamless integration of their products and services
  • Act as a liaison between technical teams and business stakeholders to gather requirements, provide updates, and address concerns

Requirements

  • Has strong stakeholder management skills, including the ability to get things done through others without having line management responsibility
  • Strong project management skills with a proven track record of successful project implementations
  • Excellent problem-solving and analytical abilities
  • Strong communication and interpersonal skills
  • Good organizational and prioritization skills
  • Eager to drive continuous improvement, flexible to challenge issues/opportunities
  • A minimum of 2 years of experience in integration management or continuous improvement management

Nice to have

  • College degree
  • Previous experience with chatbots, self-service options, AI is preferred
  • Previous experience working within the online betting and gaming industry is preferred
  • Previous experience of working with an outsourced team is highly desired
  • Previous experience of supporting Brazilian customer operations is highly desired
  • Previous experience of working with Zendesk Sunshine or other asynchronous chat solutions is preferred
  • Previous experience of working within Chatbot-supported Customer Service environments is preferred
  • Very good English language skills
  • Very good Brazilian Portuguese / Portuguese is preferred
  • Proficiency using Microsoft Office applications including but not limited to MS Outlook, Word, Excel and PowerPoint
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