Key Duties/Responsibilities: 

• Managing a team of Player Relationship Officers.
• Mentoring and training the team on customer relations techniques.
• Monitoring of the team’s daily activities, ensuring Responsible Gaming procedures are dully applied.
• Hands-on handling of complex cases.
• Player Management Strategy: understanding the company’s objectives and craft custom, effective strategic plans to meet goals.
• Create new processes and procedures as well as adjust the existing ones to reflect the company’s needs.
• Give prompt reports on crucial issues to direct management, suggest solutions.
• Evaluate the team’s progress and provide monthly Quality Assurance Reports to management.
• Prepare the monthly work schedule for the team.
• Report to the Head of Operations.

Key Skills/Experience: 

• Native or near-native English speaker with high written and verbal communication skills.
• 2+ years as a Team Leader, managing and mentoring less experienced team members.
• 2+ years of previous experience in Customer Support and/or VIP Support ideally from the Online Gaming industry.
• Retention and/or sales experience is highly beneficial.
• Strong analytical skills, including solid knowledge of Excel.
• Self-motivated go-getter who is driven to achieve results.
• Must be a "people person" with the ability to resolve conflicts in an effective manner.
• Gaming background is highly desirable.
• VIPs and/or Responsible Gaming management experience is highly desirable.
• Ability to work freely in Cyprus without a Work Permit. 

Key Benefits: 

• Competitive remuneration package based on skills and experience, including a bonus scheme.
• Medical Insurance.
• Complimentary lunch in the office.
• Career growth and development opportunities. 

To apply for this vacancy, please send your CV, along with any covering letter to [email protected] quoting the above job title. Please note that due to the high volumes of applications received only shortlisted applicants will be responded to. By sending us your CV you are giving CareerFinders your consent to be contacted for this and any other suitable vacancies that we believe match your skills and experience. To view our privacy policy, please click www.careerfinders.com.cy/privacy-policy.