Customer Support Team Lead(Africa)

Growe welcomes those who are excited to:

- Ensure escalations feed-backs are timely attended Quality of service, customer services, and Product usage;

- Communicate between departments regarding prevailing product changes;- Ensure Customer Support daily Service Level is attained by collaborating with Supervisors;

- Analyze all customer service metrics (e.g. FRT, SLA ) and how the support team’s performance affects those KPIs;

- Communicate with the Customer Support team on daily duty assignments;

- Manage social media platforms, Calls and Messengers, and reports of call Centre statistics timely to the management;

- Ensure all inquiries and requests are attended to quickly and accurately;

- Investigate customers' problems and find solutions;

- Provide scripts to read from during phone calls as well as scripts for chats;

- Handle major incidents that cannot be resolved by agents;

- Manage workflow oversees the team’s workflow, or the tasks required to complete a job, define goals, communicate objectives, and monitor team performance;

- Conduct periodic meetings with other teammates to discuss possible improvements to customer service in all service touch points;

- Evaluate performance and provide feedback, including setting employee and team goals and choosing appropriate rewards for achievements;

- Enhance the policies and propose solutions to customer problems, and also possess in-depth knowledge of the company’s products/services so that the customers can be correctly informed;

- Develop, Manage, Monitor, and evaluate service quality standards to improve customer service delivery and implement mechanisms, processes, tools, and innovation.

We need your professional experience:

- Proficient knowledge of customer service and standard office practices and procedures;

- Proficient computer skills (Google suit, Microsoft) and phone etiquette;

- Outstanding communication skills, both written and verbal;

- Outstanding organizational and management skills;

- Experience in Sports/Betting and Casinos.

We appreciate those skills and personal features:

- Problem-solving skills;

- Data Entry Skills;

- Multi-tasking;

- Teamwork.

What we offer:

- Tax coverage;

- Medical insurance & financial aid Benefit Cafeteria (compensation for the gym/stomatology/psychological service & etc.);

- 100 % paid sick leaves;

- Paid vacation;

- Annual salary review (based on performance);

- OKR-based bonus system;

- Individual annual training budget, which allows to visit paid conferences, training sessions, English lessons, workshops, etc.;

- Personal development plan;

- Corporate events and team-building activities;

- Free lunches at the office.