Contact Centre Shift Leader (Junior Executive)

Job Description

A top brand Isle of Man eGaming licence holder with a rich history and excellent infrastructure is seeking a Contact Centre Shift Leader.

Duties include:
Provide excellent support to customers via chat and email
Forward and escalate technical issues
Respond promptly to customer inquiries
Obtain and evaluate all relevant information to resolve customer complaints
Resolve more complicated/demanding issues with the team leader/trainer/manager
Be up-to-date with procedures/promotions
Work towards Team/own KPI’s
Provide accurate, valid and complete information by using the right methods/tools (FCR)
Follow communication procedures, guidelines and policies
Any other ad hoc tasks from time to time
Comply with GSC regulations/policies at all times, following our SOPs
Conduct shift briefing at the start of the shift
Publish the Shift Report at the end of the shift
Monitor shift performance & operation (source OT Agents when required)
Lead the shift when issues need to be escalated
Support chat and email for at least 3 hours during the shift
On-the-job coaching for New Starters
Update announcements and promotions as required
Push team for RAF cross selling
Assure that there is a positive mood and culture on the floor

Skills and experience required:
Candidate must possess minimum SPM with basic computer knowledge
Fluent in Mandarin
Experience of working in a customer service and/or contact centre environment is preferred
On-line experience in Support Role or Customer Services
Candidates must have experience within direct customer management (Customer Service or Outbound Telesales) or equivalent
Willing to work on shift rotation (5 days/week) including night shift, weekends and public holidays