One of our growing igaming clients who are based across Africa is looking for a FULLY REMOTE CS Teamleader for their operations in Ivory Coast, please see below for more details:  

Location: Remote – Ivory Coast

Company Overview: We pride ourselves on adhering to the highest possible standards of operational efficiency, responsible gaming, and regulatory compliance.

We operate trusted partnerships, meticulously coordinating expansion across the continent for our portfolio brands with a wide range of product offerings.

With proactive regulatory engagement and interaction, we believe that gaming should be fun, and responsible but also play its part in the development of local talent in sports and creative pursuits.

Position Overview: We are seeking a proactive and experienced individual to lead our Customer Service team as a Team Leader. The ideal candidate will have a strong background in customer support, exemplary leadership skills, and a thorough understanding of the iGaming industry. This role offers an exciting opportunity to mentor and develop a team of customer service representatives while ensuring exceptional service delivery to our customers.

Responsibilities:

  • Supervise and coach a team of customer service representatives to achieve performance targets and KPIs.
  • Provide ongoing training and development to enhance the skills and knowledge of team members.
  • Conduct regular performance evaluations and provide constructive feedback to team members.
  • Lead by example in delivering high-quality customer service through various channels, including live chat, email, and telephone.
  • Handle escalated customer inquiries, complaints, and issues in a timely and professional manner.
  • Collaborate with other departments, such as Operations and Marketing, to address customer-related concerns and improve processes.
  • Monitor team performance and productivity levels, implementing strategies to optimize efficiency and effectiveness.
  • Ensure adherence to company policies, procedures, and regulatory requirements at all times.
  • Generate reports and analyze data to identify trends, areas for improvement, and opportunities for growth.
  • Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.

Requirements:

  • Previous experience in a customer service role, with at least 1 years in a leadership or supervisory capacity, preferably in the iGaming industry.
  • Demonstrated leadership skills, including the ability to motivate, inspire, and empower team members.
  • Strong communication and interpersonal skills, with the ability to interact effectively with customers and colleagues at all levels.
  • Excellent problem-solving abilities and a proactive approach to resolving issues.
  • Proficiency in CRM systems and other customer support tools.
  • Flexibility to work non-traditional hours, including evenings, weekends, and holidays, as required.
  • In-depth knowledge of iGaming products, services, and industry trends.
  • Understanding of responsible gaming principles and practices.
  • Fluency in English and French languages (preferred).

Please call for details or send CV today for consideration! 

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  • +44 (0)203 004 9596

    info@versatilestaffing.co.uk
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