Simplicity V8 Hong Kong is a Partner Organization of Bally’s Corporation, one of the world’s leading entertainment providers with tens of millions of players and thousands of employees across the globe.
Take a look at our brands & sites - Vera&John, InterCasino, Yuugado - they’re some of the best-known names in our industry. Join us and you’ll be joining a big, international group with some great brands and an exciting future. You’ll feel part of one global family, working with smart people, and delivering a great experience for our players. There’s one thing we expect from you, over and above everything else. Be yourself!
The Customer Service Team Leader reports to the Customer Service Manager - Japan and is employed by Simplicity Hong Kong Ltd.
Duties and responsibilities
- Ensure that more complex customer issues are followed up and resolved in a timely manner / provide first line escalation support
- Facilitate resolutions to customer queries and issues brought forward while actively striving to achieve a “one correct answer” across all channels
- Conduct induction training for new joiners in an informative and motivational fashion
- Keep induction training material / modules updated
- Show innovation by constantly improving the training program and tailoring it to the needs of the company and new joiners
- Be the first point of contact for the Customer Care Agents
- Contribute to the ongoing improvement of the Customer Care team’s performance
- Partake in the hiring process of new Customer Care Agents
- Partake in the development and quality of the Customer Care Agents
- Actively pursuit and sharing of customer knowledge
- Support and leverage our Customer Care infrastructure
- Partake in the planning of customer engagement initiatives
- Implement everyday improvement
- Participate in quarterly assessments whereby various projects will be discussed and assigned
- Previous customer support experience.
- E-commerce experience.
The above duties should give an overall picture of the employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list, additional, related, duties may be assigned by the manager in line with business exigencies and continuity.
Working Hours: 09:30-18:30 or 10:30-19:30, Monday to Friday
At Bally’s Interactive, we believe in the power of collaboration and working together in a shared space, as well as the benefits of working from home. We champion hybrid working wherever we can, offering a flexible blend of working in the office 3 days a week and from home twice a week.
We also believe in providing an environment where employees can flourish – you’ll be working in a very modern work environment – and we will make sure you will also have enough time to unwind with our monthly office events and team-building activities. This is Bally's Interactive and we’re here to make gaming everything it should be.