BR Customer Service Lead

February 7

Sporty Group

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Our mission is to be an everyday entertainment platform for everyone.

201 - 500

Description

• Collect, analyze, and interpret consumer data from various sources such as surveys, interviews, focus groups, and customer support channels. • Identify patterns, trends, and correlations in consumer behavior to help drive strategic decision-making from other internal departments. • Lead the execution of user research, including direct communication with users. • Drive proactive initiatives for continuous customer feedback, incorporating competitor analysis to identify market trends. • Take full ownership of customer issues and follow problems through to resolution, ensuring customer issues are resolved in a timely manner across our channels. • Build sustainable relationships and trust with customers through open and interactive communication. • Keep records of users interactions, process users accounts and file documents. • Main point of contact in BR for all Customer Services' related topics. • Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our product. • Provide feedback and coaching to team members to improve their performance and continuously identify work process improvements.

Requirements

• Strong experience in customer service and market research • Experience in the gambling industry is preferred • Fluency in English and Portuguese skills (written/spoken) • Strong quantitative and analytical skills, capacity to read and interpret data • Ability to think strategically, deal with complexity, and work together within a team

Benefits

• Quarterly performance bonuses • Flexible working hours • Top-of-the-line equipment • Education allowance • Referral bonuses • 28 days paid annual leave • Highly talented, dependable co-workers in a global, multicultural organisation • Our teams are small enough for you to be impactful • Our business is globally established and successful, offering stability and security to our Team Members