Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.

Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.

What you'll be getting up to: 

• Direct reporting of Customer Service Associates.
• Responsible for staffing, scheduling, recruiting, interviewing, hiring and new employee orientation of his/her role.
• Responsible for employee development and performance management.
• Responsible for chat/email evaluation, resolution and follow up.
• Ensure implementation of new hire and continuing education programs.
• Report and analyze data necessary to monitor team efficiency.
• Provide timely, consistent and constructive feedback to agents and QA Analyst regarding performance towards goals.
• Develop, implement and maintain policies and procedures to ensure quality customer service.
• Liaison between customer support and other departments for shared ideas and processes regarding quality customer service, product innovations and promotions.
• Provide effective feedback to the Management regarding process flow and interdepartmental concerns when necessary.
• General support for all members of the Customer Support team.
• Perform other duties as assigned.

Requirements:

• At least college graduate.
• Ability to handle difficult customer situations with tact.
• Must have good Kazakh, Russian, and English Language communication skills, both written and spoken.
• Display excellent problem solving and people skills.
• Strong customer skills.
• Strong problem solving skills.
• Ability to make decisions and use independent judgment.
• Ability to lead teams, provide & receive constructive feedback and build team-based activities.
• Possess a strong chat presence.
• Ability to prioritize, multi-task and delegate duties.
• Strong communication skills, both verbal and written.
• Ability to communicate professionally with both internal and external customers.
• Ability to listen to and comprehend information and feedback.
• Available to work with 24/7 shifting and work weekends and holidays in order to monitor operations.
• Has good working knowledge of MS Office applications.
• Can work with minimal supervision.
• Preferably with work experience with strong emphasis in coaching, leadership and performance evaluation to achieve set standards.

**Applications in English only please

Diversity & Inclusion

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.