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Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers;
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Be meticulous in identifying mistakes, and areas of improvement as well as underlining positive aspects when checking the Chats/Emails/Calls;
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Provide detailed and structural feedback on the VIP CS/AM Agents' performance;
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Be able to express your point of view to those you evaluate clearly;
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Cooperate with the VIP Trainer to create Performance Improvement Plans for VIP CS/AM Agents;
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Cooperate with the VIP CS and VIP AM teams to be on track with the processes set for VIP CS/VIP AM agents;
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Inform the Management about the cases requiring urgent attention;
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Share your ideas/suggestions on improving the current processes of communication with VIP users;
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Perform tasks that are sometimes repetitive, yet involve the elements of creativity.
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Advanced level of English and Spanish;
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At least 2 years of experience in Customer Support/Account Management departments;
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Experience with the customer communications tools (ideally, Intercom and Unitalk);
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Experience in Gambling/Betting and/or advanced level of sports knowledge;
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Experience collaborating with multinational teams to identify opportunities for optimizing processes and gaining efficiency.
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Thoroughness, attention to detail;
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Strong communication skills;
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Analytical skills;
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Problem-solving skills;
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Self-organization and proactiveness.
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GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
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DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;
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BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.
