Team Leader Customer Service – German Speaking

Key Responsibilities

Tipico Customer Service department is based in Malta and offers support to customers in German, Turkish and English. Our dedicated team provides service via live chat, email, phone and social media. We also have a Nightshift team in place enabling us to serve the customers 24/7. The Customer Service department offers a dynamic, multi-cultural environment, where passionate individuals can grow their skills and knowledge, enabling them to self-develop and grow within the business.

  • Ensure that the company vision and targets are clearly communicated and understood by the team
  • Manage the flow of incoming contacts to ensure a high First Contact Resolution as well as a high Chat & Phone success rate
  • Lead and manage your team to ensure that the agreed SLAs are met and customer requests are handled with a high quality of service meeting and exceeding the CSAT and First Reply targets
  • Manage team productivity and the adherence to rosters, driving the development of team members to maximize performance
  • Schedule the team members in accordance with customer contact trends; manage the CS rosters and leave requests
  • Participate in the recruitment and interviewing process
  • Motivate team members with an on-going constructive feedback
  • Carry out reviews and disciplinary meetings & manage all staff issues as per company policies
  • Work closely with the CS Trainers and other stakeholders in the business to ensure the agents training needs are met

Requirements

  • Fluency in the German language is a must have for this role
  • Experience in a team leading role, ideally in the gaming industry, or in a professional multicultural environment is an advantage
  • Natural leader with the ability to inspire, coach and mentor
  • Customer oriented with excellent problem-solving skills
  • Able to influence and gain commitment from all levels of staff
  • Excellent at working under pressure and against tough deadlines
  • Effective time management skills & a strong sense of initiative
  • Results driven and a self-motivator
  • Able to work on shifts, Monday to Sunday

Additional Details

What we offer:

  • Agile and multicultural company with flat hierarchies
  • Self-organised, self-responsible and entrepreneurial employees
  • Competitive salary, Health and Dental Insurance, Performance Bonuses, Subsidised Parking, Sports incentives & Childcare
  • Opportunities to develop and grow
  • Relocation Assistance
  • Office sea-views, social events, healthy treats, kitchen on every floor

Location

Saint Julians, Malta
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