island Consultancy Malta

IT and Finance Specialists

REF # 218

Client Services Manager -iGaming

We are seeking to recruit a Client Services Manager to join a leading software company . Reporting to the Head of Professional Services, the successful candidate will be responsible to provide the strategic direction with respect to the client support function within the business.

The Job:

• Directing daily team operations by planning, prioritising and delegating tasks to Customer Support Agents through effective ticket management;

• Building of robust support framework for tier 1 and tier 2 clients;

• Monitoring and tracking of customer complaints and respective resolutions;

• Maintaining a structured workflow as per defined processes and SLA's;

• Managing high profile clients and complex customer service issues;

• Providing strategic recommendations to Management in view of improvements and growth opportunities within the function;

• Leading, training and mentoring of the respective team while driving client success objectives and sharing knowledge.

The successful candidate would ideally have the following knowledge, skills and experience:

• A Bachelor’s Degree in Commerce, IT or related field;

• A minimum of 3 years’ related experience in a leading role within a customer service environment;

• Proven ability in leading and directing a team;

• Ability to integrate information while identifying underlying patterns to predict future growth;

• Excellent communication skills and ability to influence internally and externally;

• Relevant experience in using software tools to manage support requests.

• Nice to have iGaming work experience and / or Service Management Certifications

How to apply:

If you are interested in the above vacancy and you believe you are a good fit for this role, send your CV confidentially today on amanda@islandrecruitment.com and we will contact you shortly after. Please add Job Reference Number 218 in the subject line.