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hace 3 meses
.Rank International (Part of Rank Group) is a leading online gaming operator in the Spanish markets withan expanding online and offline portfolio focused on bingo, casino and sports betting with 4 leading brands: YoCasino, YoBingo, YoSports and Enracha.Our goal is to provide entertainment to our customers with our websites and apps so that they can access our products from their mobile phones, tablets and computers. Weoffer our own bingo and slots software and also more than 2000 games from the best game providers. With offices based in Ceuta, Malta & Spain we always strive to bring joy and security to our customers. Additionally, we will be launching soon in other regulated marketsJoin our dynamic International Customer Service team in Ceuta We are seeking a Senior Customer Service Agent who will be a vital part of our mission to provide exceptional customer experiences. This role combines hands-on customer interaction with leadership responsibilities, overseeing daily operations and team management.Key Responsibilities:Operational Leadership: Oversee daily customer service operations and team management. Conduct regular one-on-one reviews and manage the team to ensure high performance and service delivery standards are consistently met.Customer Interaction: Serve as a primary point of contact for customer inquiries across multiple channels, ensuring responsiveness and adherence to quality standards.Team Coverage and Shift Management: Manage shifts and team coverage effectively, ensuring operational efficiency and excellent customer service at all times.Process Improvement and Systems Management: Utilize contact centre systemsto manage customer interactions and contribute to continuous improvement efforts to enhance service processes.Training and Onboarding: Lead the onboarding process for new agents, providing training and continuous support to ensure team readiness and competence.Product Expertise: Develop and maintain a deep understanding of our products and services to ensure top-tier customer support and to effectively address and resolve product-related inquiries.This role requires working onsite in Ceuta and includes some remote work benefits, but residing locally is mandatory.Qualifications Qualifications:Fluent in Spanish and EnglishProven experience as a Team Leader or a Senior role in Customer Service.Excellent communication skills, with the ability to engage customers positively and manage team interactions effectivelyStrong problem-solving skills and proficiency in using multiple customer contact systems, such as Salesforce or ZendeskAbility to quickly adapt to new technologies and systems.Personal Qualities:Enthusiastic and friendly, with the ability to inspire trust and motivate a team
