Customer Support Team Leader

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On behalf of our client, DEKRA is looking for:

  • Customer Support Team Leader

JOB DESCRIPTION

  • Conducting personalized 1-2-1 sessions with team members to provide constructive feedback, nurture personal growth, and address areas for improvement;
  • Regularly evaluating team performance and proactively devising strategies to address any challenges that may arise;
  • Participating in the recruitment process by conducting interviews to assess candidates' skills and cultural fit within the team;
  • Providing training of new team members to ensure a smooth onboarding process;
  • Maintaining a positive team culture that fosters collaboration, innovation, and mutual respect;
  • Conducting annual performance reviews for team members and collaboratively setting individual goals to drive continuous improvement;
  • Effectively communicating new procedures or changes to ensure clarity and alignment within the team;
  • Serving as the point of escalation for complex or challenging cases, providing timely resolutions and support.

QUALIFICATIONS

  • Excellent English speaking and writing skills;
  • Experience in communicating with customers via live chat and email;
  • Highly organized with excellent prioritization skills, adept at managing multiple tasks and deadlines effectively;
  • Quick-thinking and able to make sound decisions, ensuring efficient problem-solving;
  • Capable of effectively communicating with management, presenting identified issues along with well-thought-out solutions;
  • Customer focused and striving to offer a high quality service;
  • A natural leader with the ability to inspire and motivate team members to achieve their full potential.

Preferred Qualifications:

  • Proven experience in effectively managing remote teams or agents, demonstrating strong leadership skills in a virtual environment;
  • Previous experience within the iGaming industry is highly desirable.

ADDITIONAL INFORMATION

If you feel that you have the necessary experience and are interested in this opportunity, please send your CV in English on the following e-mail address:  [најави се за да го видиш е-маилот]

All received applications will be considered in strict confidentiality. Only short-listed candidates will be contacted for an interview.

*By sending your CV and motivation letter, you agree that your personal data will be processed for the needs of recruitment and selection by DEKRA Arbeit Macedonia and they will be stored in the DEKRA database.

Note: Candidates can withdraw their permission to process their personal documents at any time by sending a notification to the e-mail: [најави се за да го видиш е-маилот]

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