Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills
Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching
Assist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practices
Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs and deliver high-quality customer service
Identify areas for improvement in customer service processes and work with the Manager to implement necessary changes
Conduct regular team huddles and one-on-one meetings with agents to provide feedback, discuss performance, and foster a positive team environment
Assist in the training and onboarding of new customer service agents, ensuring they have the knowledge and skills to succeed in their roles
Maintain accurate records of customer interactions, escalations, and resolutions, and provide regular reports to the Manager
Handle customer calls and inquiries as a part of our standard coverage plan
Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience
Stay informed about industry trends, regulations, and best practices in customer service, particularly in the Real Money Gaming space

Proven experience in a customer service leadership role, preferably in a call center environment
Strong understanding of customer service best practices and the ability to coach others to deliver exceptional service
Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and customers
Proficient in customer service management systems and technologies, such as ZenDesk
Ability to analyze data and metrics to identify trends and areas for improvement
Strong problem-solving and decision-making skills, with the ability to remain calm and professional under pressure
Familiarity with online gaming platforms, particularly in the Real Money Gaming industry
Commitment to fostering a positive and collaborative team environment
Flexibility to work various shifts, including nights, weekends, and holidays

FlowPlay

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