Key Responsibilities / Duties:
- Work with Director of Customer Service for generating new initiatives and constantly challenge to improve customer service.
- To manage inductions, staff appraisals, supervisions, and absence management in accordance with company procedures.
- To complete/delegate ad-hoc administrative tasks/duties as deemed necessary by Director of Customer Service.
- Prepare monthly payroll (OT, night shift allowance) and manage attendance & punctuality.
- Overseeing the training of new employees to ensure they are able to perform their jobs effectively.
- Providing feedback regarding employee performance to help them improve their work.
- Creating effective customer service procedures, policies, and standards.
- Monitoring customer satisfaction levels to identify trends or problems with customer service quality.
- Maintain accurate records and document all customer service activities and discussions.
Person Specification, Skills, Experience & Qualifications:
- Strong managerial experience in the online gambling industry, desired.
- Experience in coaching, training and motivating a team.
- Ability to work under pressure.
- Good understanding of online gaming for Asian markets.
- Ability to manage performance objectively, consistently, and timely.
- Strong organisation and reporting skills.
- Professional verbal and written communication skills in English and Chinese.
- Proficient in Microsoft Office.
- Great understanding across all levels of the Business.
BetVictor is an equal opportunity employer.