Support Services Team Manager with Spanish

Описание

Astrea Recruitment was found in 2007 with one principal mission – to be different.
We transformed this vision into a key driver of our efforts to be always available when our clients or partners need us to advise and guide them in taking important decisions.

Our partners are increasing continuously and their satisfaction is the best business card for us.
For one of our clients – a global company, leader in the online gaming and gambling area - we are
looking for Support Services Team Manager with Spanish.

Core Duties and Responsibilities:
* Ensure service levels are maintained on a daily basis and has the initiative to act accordingly when
service levels drop;
* Analyze, comment and action accordingly on customer satisfaction, team performance and manager activity reports;
* Monitor operational activity (volumes, key performance indicators/metrics. Corrective action
reporting, performance plans, trends, etc.);
* Demonstrate an ability to communicate and empathize with customers directly, thereby assisting with the development of team members to deliver best practice resolutions;
* Act as the Voice of the Customer for the senior management, summarize customer issues and follow up actions;
* Manage resources to ensure products/brands/licenses are launched efficiently and with minimum
impact on service levels;
* Conduct monthly one to one meetings with each management team member to cover individual
performance against KPI’s and other relevant updates;
* Performance of other duties associated with assisting customers and team members.

Requirements for the role:
* Fluent in Spanish and English both written and oral;
* Previous experience in one of the following area in Customer Support, Online payments, Credit or
Fraud investigation would be an advantage;
* In-depth knowledge of internal procedures and policies and multi-channel support, combined with an excellent track record in efficiency and effectiveness;
* Strong customer service mentality with first-rate attention to detail;
* Self-motivated, and capable of working independently as well as part of a busy global team;
* Experience managing change at different levels (individual, team, global team);
* Highly-organised with great attention to detail and able to evaluate and prioritise customer demands;
* Proactive person, easily approachable and talkative;
*Gaming experience in a plus.

Our client’s offer:
* Possibilities for career development;
* One of the leading companies in the area;
* Personal life-work balance orientated working time;
* Excellent office location;
* Excellent remuneration plus attractive bonus system.

If you are interested, challenged and convinced that you would be an appropriate candidate, do not
hesitate and send your detailed resume in English (Do not forget to point the ref. N VM_TMS).
Only the shortlisted candidates will be contacted in a timely manner.
All the information is protected by the Commision for the Protection of Personal Data
(Astrea Recruitment. - reg No 1809).

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:
Трудов безсрочен

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

гр.София, жк. Света троица, ул. Царибродска 70, ет.2, офис 3

Дата:

21.04.2022

Организация:

Астреа Рикрутмънт ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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