Our client is a company in Larnaca specializing in developing and delivering online gaming solutions for the African market, and looking for a Customer Support Team Leader Africa who will be responsible for delivering the best customer care, managing and training the team to be satisfied and motivated. The role will be responsible for managing team members on a personal level as well as the professional, liaising and reporting to the head of support and executing the company’s plans and strategies to the best of your ability.
This role revolves around the use technology and data to improve the effectiveness of Customer care.
Checking attendance of employees
Reporting & Results Analysis
Tracked events that impact KPIs
Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints
Analysis of processed tickets. Tracing failures in consultation provision
Supports Head of Customer Operations and performs management duties when direct manager is absent or out of office
Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
Assists management with hiring processes and new team member training
Conducts team meetings to update members on best practices and continuing expectations.
Proficiency in core computer systems (Microsoft- Excel, Outlook) with strong written, verbal and, professional communication skills
Ability to communicate effectively and professionally, strong verbal and written communication skills
Showcase good leadership skills to carry team members along
Detail oriented, ability to multi-task, and highly organized
Excellent customer service skills. Ability to work with all levels of staff and management
Good interpersonal skills to create a cordial relationship with team members
Strong multi-tasking, attention to detail, team and analytic problem-solving skills
Have good temperate to handle disputes and emergencies
Fluent English, French mother tongue
The working hours: 10:00 a.m. – 19:00 p.m.
TO APPLY for this job opportunity, send your CV (in English please) to email@example.com and include the reference: Customer Support Team Leader Africa (French) – VAC-F20365M. We look forward to hearing from you!