Customer Service Manager - Brisbane, Australia - Employment Hero

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Verified Company
Brisbane, Australia

1 month ago

Olivia Brown

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Olivia Brown

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Description

About Us:
Gorilla Rush are Brisbane based specialists in the creation, management, and marketing of various products within the tech space.

We are committed to creating a best-of-breed gaming experience with our gaming platform and sportsbook based on the latest market trends and innovations.


Operating at the forefront of the industry, our mission is to disrupt the norm and evolve our product experience through expertise, data, and understanding of our customers.

Our team of passionate iGaming and cryptocurrency experts have developed a platform that rivals the strongest of competitors and paves the way for us to become one of the world leaders in the market.

Gorilla Rush is a truly dynamic workplace with a collaborative attitude to communication, whether it be in-office or cross-continent.

Our goal is to make sure our team feels strongly connected and can offer ideas and solutions freely no matter where they are based.


Gorilla Rush boasts a brand-new, bespoke office space, regular team activities and an energetic group of friendly and focused professionals.


The Role:


Reporting to the Head of Gaming, the Customer Service Manager (CSM) will oversee the daily operations of the casino and ensure that it is run effectively.

As the CSM, you will be a self-confident, well-organised and motivated leader for the customer service team. You will be responsible for enhancing the customer experience and delivering exceptional performance and quality results.


As our platforms are global, our customer base is spread around the world, playing in a range of languages and under different rules and regulations.

Gorilla Rush maintains a multitude of games, integrations, admin screens, live monitoring tools and native apps to assist with this.


Experience in the iGaming/sportsbook industry is highly desirable, and you will be familiar working with multiple technology partners across several time zones.

This is a great opportunity for someone who is ready to take the reins and lead the customer service team to greatness.


Key Responsibilities and Skills:

  • Running operations in compliance with global regulations, guidelines, and requirements
  • Develop a strong management team and set operational goals for each function
  • Ensuring regulatory compliance in KYC, AML/CFT, and problem gambling
  • Monitoring of shift managers and specialists involved in operations
  • Responsible for the backend configuration and management of CRM, KYC, AML/CFT, and problem gambling utilising all available tools
  • Clearly communicate roadblocks and potential risks ensuring that the team has a clear path to act
  • Respond to escalated issues in a quick and effective manner
  • Support the integration of new systems and processes within the team
  • Contribute to the development of strategies emanating from the CRM department
  • Monitor, test and provide feedback on all customer service operations development projects when needed
  • Creation of shift rosters for customer service team
  • Forecasting and tracking of operational costs to ensure accuracy of spending and budget compliance
  • Increase efficiency through workflow streamlining
  • Keeping current with new technologies and making recommendations to the team
  • Promote high work standards within the team

Requirements:


  • Minimum one years' experience leading a customer service team
  • Proven track record of significant quality improvements and optimisations in customer care industry
  • Good knowledge of and ability to address complicated client complaints and requests
  • Basic financial knowledge and budgeting experience
  • Extremely strong leadership qualities
  • Solid project management experience with ability to work independently
  • Good negotiation, mediation, and problemsolving skills
  • Welldeveloped staff mentoring skills
  • High level of stress resistance
  • High sense of urgency

Highly Desirable:

  • Experience in the iGaming/sportsbook industry
  • Experience and knowledge of general IT setup of iGaming, and B2C integrations processes
  • Proficiency using online collaboration and project management software such as Jira, Confluence and Slack
  • Proficient with the Microsoft Office Suite
  • Proficient with the Google Suite (Drive, Sheets, Docs)
  • Cryptocurrency knowledge would be advantageous
  • Multilingual

Benefits:


  • Flexible working hours
  • Competitive remuneration
  • Daily catered lunch for officebased workers
  • A brand new custom designed office
  • Team socials and activities
  • Regular training and upskilling
To be eligible for this role, you will be required to provide the following before commencement of your employment with Gorilla Rush:

  • Verification of your identity,
  • Verification of your right to work in the country of employment,
  • Verification of highest level of education, and
  • Verification of any regulatory authorisations (if any).
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