Job Details

Customer Service Team Leader - Portuguese and English -
Job ID: 7994
Job Type:

Job description:
Our client, an award-winning, global company looking for an experienced Portuguese and English speaking Customer Service Team Leader. A fantastic opportunity to join a growing team for one of the world’s leading online betting & casino companies.
  • Monitor and manage the work flow and quality of customer facing communication
  • Monitor available tools to ensure functionality and task adequacy
  • Coach the Customer Service Representatives in daily operations
  • Coach Tier 2 individuals to be able to handle the more difficult situations/tasks
  • Communicate with the Customer Service Representatives on departmental objectives, direction and SLA’s and ensures the team is working towards them
  • Produce regular reports and present them to their Manager and/or Department Head on both formal and ad hoc basis on Employee progress, Customer feedback and issues as required
  • Work with CS Training and Development team to plan and implement practical Training Plan and assessments
  • Create and distribute CSD Schedules within expected timeframe
  • Supervise and coordinate the translations of emails, website information and any other matter as requested
  • Research solutions to customer issues and communicate ongoing issues to assist in solution focused progress to CSD Management Team
  • Use a comprehensive knowledge of the Pinnacle website to investigate and resolve issues
  • Administrate Employee Performance
  • Work with the Quality Assurance team and review CSR Performance to ensure that established standards and procedures are being followed
  • Follow up on unresolved problems and escalate these in accordance with established policy, procedures and protocols
  • Monitoring of customer activity, including assisting in the identification of fraudulent activity or abuse
  • Maintain professionalism, adhere to and implement company standards during all interactions
  • Assistance with special Customer Services projects
  • Other tasks and duties as assigned
  • Fluency in spoken and written English and Portuguese
  • 3 - 5 years experience in Industry Customer Service
  • Supervisory experience considered a plus
  • Training experience considered a plus
  • Good coaching and training skills
  • Effective Employee Relationship Management
  • Ability to think critically and draw from experience to make decisions
  • Computer literacy
  • Care in dealing with sensitive information
  • The ability to organize and manage multiple priorities
  • Ability to independently solve problems
  • Strong customer orientation
  • Excellent interpersonal and communication skills
  • Performance driven and a strong team player
Kindly send your CV to to apply for this role.