Shift leader/Customer Care Coordinator

Would you be attracted by working in the beautiful historical city centre of Prague in a successful growing company? Do you have senior experience with customer service? Then our offer is right for you, do not hesitate to take advantage of this unique opportunity!

Prague English

About the company

Our client is the largest company in the betting business in Central and Eastern Europe. Their mission is to bring sports, sports betting and game excitement to millions of players through online channels and through a wide network of their branches.

Role description

We are creating a new team that will target new and existing customers and proactively engage with them via tools such as online chat to help them complete key tasks such as sign up, deposit and place bets.
Are you good enough at helping people or even nudging them to complete key tasks? If so, this could be the role for you!

– Do daily operation briefing for agents per shift to provide process update, queue scenario, and any special endorsement
– Receive and provide shift endorsement of special cases/handling on supervisor level to prevent further escalation
– Make necessary adjustment of manpower within the shift for any incident of manpower shrinkage to minimize the impact on productivity and sales output
– Act as the frontline for escalation with the aim of the de-escalating situation with the customer and increase customer satisfaction while protecting business needs
– Closely monitor all queue to ensure fair work distribution, ensure timely response to customers, and/or prevent any miss chat/alerts/email/phone
– Gather all weekly feedback from agents and customer to identify where specific procedure/processes may have lapses or needs improvement; to be sent to L&D team for further evaluation, documentation, and publishing
– Control and manage the complaints process and make sure that all the complaints are being resolved on the SLA given by the manager and make revise proper escalation has been done within departments
– Ensure KPI’s will be met according to the needs of the business
– Talk to Customers when necessary for escalation purposes

– Sales or customer service experience
– Managerial skills/experience
– Good knowledge of English
– Strong sales skills and communication skills
– Goal orientation and growth mindset
– Good analytical skills, empathy and assertiveness
– Interest in sports and/or gaming would be advantageous
– Easy to adapt to long/short week shifts based on the sports calendar

– Quarterly bonus
– Cafeteria plan and electronic meal vouchers
– Discounts and promotions by our partners and Penta group companies (e.g. Dr. Max Pharmacies: Gold Partner)
– Flexible working hours and occasional home office
– 5 weeks of vacation
– An interesting and challenging job of a successful international group at the Prague headquarters (informal international teams, communication in English on daily basis)
– No dress code
– Various events for employees (sports and corporate events, internal competition for tickets for sports and social events etc.)
– Brand new offices in the Churchill office complex
– Our own café, relaxing zone, gym and great amenities around the office


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