Who are we?
Welcome to The Multiple, your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success.
We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC),VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.
The Role:
As an Escalation Manager, your day will begin with a briefing session where you review the previous shift’s performance, and set the goals for the day. You will be responsible for overseeing the day-to-day operations, ensuring that all customer inquiries are handled efficiently and effectively. Throughout the day, you will provide our agents with on-desk assistance and support, addressing any issues they encounter and offering guidance to improve their performance. You will also monitor key performance indicators (KPIs) to ensure that service levels are met and identify areas for improvement.
In addition to these responsibilities, you will conduct regular team meetings to keep everyone informed about updates and changes in procedures. You will also handle escalated customer issues, working to resolve them promptly and satisfactorily. Your role involves coordinating with other departments to ensure a seamless customer experience and maintaining a positive work environment.
Ultimately, you will ensure all aspects of your shift run smoothly and effectively, from managing schedules and breaks, to providing feedback and training to your team. By the end of your shift, you will prepare a detailed report summarizing the day’s activities and outcomes, which will be used to inform the next shift and drive continuous improvement.
Key Responsibilities:
- Define and implement the escalation rules and procedures for handling customer complaints and issues that require higher-level intervention or expertise.
- Monitor and track the progress and status of escalated cases and ensure they are resolved within the agreed service level agreements (SLAs).
- Communicate and Coordinate with other teams, such as technical support, finance, legal, or product development, to provide the best possible solutions for the customers.
- Provide feedback and coaching to the customer service agents on how to handle and prevent escalations in the future.
- Analyse and report on the root causes, trends, and patterns of escalations and suggest improvements or changes to the customer service processes or policies.
- Be that point of contact and level of seniority in the evenings or during times, when senior management is not present.
- Report emergencies immediately and through the appropriate channels.
- Manage resources in real time to ensure all channels and brands are catered to and serviced with adequate resources and within agreed service levels.
- Assist with quality tasks and additional training when required.
- Actively assist in the training of new employees.
- Standard CS responsibilities (chats, emails and shifts) will be retained and EMTs will be scheduled in with the rest of the CS group.
Requirements:
- Fluency in the English language (additional language will be an asset).
- 1 year + experience working within a Customer Support team.
- Eagerness to learn and bring motivation and drive to the role.
- A healthy level of curiosity and effective communication skills, are the key to being successful in this role.
What we offer:
- Attractive remuneration package
- Wellness benefit (after probation)
- Optician/Spectacle and Blue Lens Benefit (after probation)
- Health Insurance (after probation)
- Breakfast/lunch all week
- Monthly snacks allowance
- Training support
- Modern office facilities
- Exciting Company Events
- Beer Fridays
- Refer a friend bonus
- Relocation package (if required)
You should not apply if ...
- You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We are looking for team members who will put in the work that others won`t.
- You cannot take constructive feedback.
- You can`t handle stress and pressure.
- You have the mindset of "Quick Money", this is a marathon, not a sprint.
- You do not embody our core values.