Customer Service Manager

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Требуемый опыт работы: 3–6 лет

Полная занятость, полный день

Мобитэль — международная технологическая компания, мы специализируемся на разработке современных IT-решений для ведения букмекерского бизнеса. Мы занимаем лидирующие позиции на рынке. Наши продукты основаны на современных технологиях, мы используем Node.js, React/Redux, Docker, Kubernetes, постоянно осваиваем что-то новое. Используем практики DevOps и развиваем Agile-культуру.


  • Engaging teams through effective performance management and communication to consistently maintain high levels of performance.
  • Manage a complex workload to achieve response SLA
  • Demonstrating very good organisation and time management skills.
  • Constantly seeking opportunities to drive performance within the team.
  • Develop your team to deliver exceptional service at all times through coaching and performance management. Identifying opportunities to support and improve performance through improvement or development plans.
  • Ensure your team is kept up to date through regular communication and validate that messages have landed as intended.
  • Carry out ER meetings in alignment with documented people processes.
  • Conduct and effectively document all monthly and annual performance reviews with your team.
  • Deliver strong organisation & time management, prioritising tasks, completing within agreed timelines.
  • Act as an escalation point for your team on unresolved customer issues.
  • Identify issues and trends impacting our customers and advisors. Work with your Manager and relevant stakeholders to resolve and/or escalate.
  • Implement strong diplomacy skills, ensuring you are approachable and able to inspire & motivate your team, but still implement management instructions.
  • Communicate clearly and concisely and is actively engaging within their team as well as with wider teams.
  • Support the team with escalations for issues, knowing the best way to address challenging customer experiences to achieve a positive outcome.
  • Reporting and sharing customer issue insight regularly to the other Operations Support Team Leader, enabling them to raise and resolve these with the business owners.

Necessary Experience:

  • Experience working within a customer facing environment.
  • Ability to work in a high volume, fast paced, ever changing environment.
  • Proven ability to multi-task a number of sometimes conflicting priorities.
  • Ability to deal with customer issue escalations.
  • Relevant experience in Customer Service / Technical Support (desirable).
  • Fluent english skills.
  • Readiness for business trips abroad

We offer:

Registration under the Labor Code

Flexible working hours, Friday short day

LCA with dentistry after a trial period

Career and professional development opportunities

Pleasant bonuses:

  • Free breakfasts, lunches, dinners and coffee
  • Fitness Compensation (100%)
  • Corporate football, volleyball and hockey 2 times a week: 100% payment by the company

For candidates from the regions, we offer the possibility of relocation!

Вакансия опубликована 6 мая 2019 в Москве

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