Customer Success Manager (Italian Speaker)
Novibet, Greece
Job Description
We are looking for a Customer Success Manager - Italian Speaker to join our Customer Support Team in our offices in Athens!
You’ll be joining a growing team that is passionate about making sure the customer’s voice is heard and delivers a meaningful impact across Novibet.
Sounds like you? If yes, we’d like to meet you!
Novibet, founded in 2010, is an established GameTech company that operates in several countries across Europe through its offices in Greece amp; Malta. Licensed and regulated by MGA, ADM and HGC, and Irish Revenue Commissioners, Novibet is committed to delivering the best sports betting and gaming experience to an ever-expanding customer base.
Your role
- Strategically successfully run the project to create and develop a customer operational management team (inbound, outbound, back office) for the Italian market
- Along with the Customer Support Director, lead and develop the consumer service strategy for the new market as well as the appropriate business model to meet the local customer needs and specificities (in-house, outsourcing etc.)
- Responsible to set up and run the project of the new contact center in the market (recruiting, implementing tools and systems, setting up policies and practices for the market, training amp; development the new dedicated customer service team)
- Improve NPS (Net Promoter Score) CSAT (Customer Satisfaction), or other Customer Metric
- Empower and engage the new Customer Service Team
- Identify new tools and technologies to better serve the customer based on the local needs
- Responsible for running a multitouch point strategy
- Drive better engagement through service
- Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching amp; development opportunities for the team
- Draft, implement, and execute policies and procedures to facilitate a high-quality customer service experience based on the local framework
- Establish performance metrics for customer support team
- Establish service levels and requirements for the department
- Implement training and quality assurance programs for new hires and experienced employees.
- Act as a liaison between the customer support department and other divisions in the company
- Oversee the daily workflow of the department
Requirements
- 3+ years of relevant experience required with prior customer management experience
- Experience working with brand image and promoting value through customer experience
- Strong leadership and people management skills
- Exceptional ability to communicate and foster positive business relationships
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each according to company standards
- Fluency in Italian and Greek language
Benefits
Our employees are our most important asset and that's reflected in the way we treat our people!
We are proud to offer a variety of benefits to support our team, including:
- A fun and friendly working environment
- Opportunities to grow professionally within a fast-paced and challenging environment
- Competitive remuneration package
- Outstanding health medical plan