To achieve and establish our growth and future-proofing, Proxy Live Solutions is currently looking for Senior Customer Service Agent (Shift Lead). Someone, who is self-driven, excels in a collaborativemenvironment and brings a sense of professionalism and integrity to the team.

Qualifications, Skills and Experience:

• 1+ years of experience in the Customer Support/Service supervisory or management role or
• Live Casino Management role, preferably in the iGaming industry;
• Excellent level of English (B2-C1), both written and spoken; knowledge of other languages is a plus
• Proficiency with Microsoft Office products (Outlook, Word, Excel, PowerPoint, Forms, etc.);
• Proficiency with Atlassian products (Jira, Jira Service Management, Confluence and others);
• Proficiency in basic server log management and interpretation, good knowledge of Garafa;
• Adopt a 'people-first' strategy, prioritizing the needs and satisfaction of both Customer Service Team members and customers;
• Effective communication, mediation and interpersonal skills;
• Capable of assuming leadership responsibilities and taking ownership of tasks and projects;
• Team player with a constant focus on results;
• Able to complete tasks independently without constant Manager supervision, while consistently meeting deadlines;
• Strong analytical and problem-solving skills;
• Maintains a consistently high standard of professionalism and exercises intelligent judgment in all endeavors;
• Strong conflict resolution skills with the ability to handle challenging situations professionally and efficiently;
• Ability to work effectively under pressure and meet tight deadlines without compromising quality;
• Ability to work in different shifts (day/night) and weekends (flexible schedule);

Key Responsibilities:

• Provide support and guidance to a dedicated team of Customer Service Agents during their assigned shift;
• Create and implement Customer Service policies and processes to guide the Team members in delivering exceptional service experiences;
• Motivate and inspire the Customer Service Team to achieve their best performance;
• Implement and refine Customer Service standards to consistently elevate our service quality, while ensuring adherence to these high standards;
• The ability to plan and perform training programs ensures that Customer Service Agents have the essential skills and knowledge to do their duties effectively;
• Evaluate Customer Service Agents performance on a regular basis and if necessary to make strategic changes to maximize Team performance in line with the operational goals of the business;
• Ensure prompt and professional resolution of all customer queries, maintaining a consistent level of courteous and efficient support coverage;
• Evaluate each Customer Service Agent performance, work quality, appraisals and be responsible for their result and Team KPI;
• Provide personalized training and guidance to Customer Service Agents encountering challenges in their roles, assisting them in overcoming difficulties and enhancing their performance;
• Develop and implement work processes that improve Customer Service Department operational procedures and standards;
• Play an important part in incident detection and monitoring to ensure smooth operations;
• Provide support to Customer Service Agents during low workload periods, peak times,
• holidays, and in the absence of team members, assisting with daily duties and tasks;
• Collaborate with internal stakeholders to devise solutions for specialized customer requests,
• fostering professional relationships with both internal and external stakeholders;
• Conduct daily chat and ticket reviews to ensure optimal performance and continuous improvement of Customer Service Agents;
• Assist in organizing team activities and take the lead in conducting meetings to ensure smooth communication and collaboration;
• Provide assistance with tasks and projects assigned by the Manager, ensuring timely and efficient completion;
• Undertake additional tasks and responsibilities as assigned by the Head of Customer Service, ensuring alignment with departmental objectives and priorities;

The Team & ways we work:

• We are open and transparent in decision making: everyone has a voice, new ideas are always welcome;
• Constant feedback and support to individuals;
• We value results over process and tools;
• We value team-work, so the best candidates are team-players ready to own their work from the start to the end.

Benefits:

• Equipment provided by the Company;
• Health insurance;
• In-house trainings;
• Unlimited full access to Udemy and LinkedIn Learning resources;
• Newly branded office in Tbilisi;
• Work in an international company;
• Fit pass allowance;
• Free drinks, fruits and snacks in the office;
• Team Building activities;
• Referral program;
• Flexible working schedule;

If you appreciate dynamic development and enjoy collaborating with enthusiastic and capable individuals, you'll find fulfilment in your career with us! https://humancapitalmanagement.wd3.myworkdayjobs.com/en-US/Proxy-Live-Solutions-Careers/job/Senior-Customer-Service-Agent--Shift-Lead-_REQ6951