Russian Customer Services

Job Description:

What we will be looking for in you: 

Ideally, you'll be an excellent communicator who can easily build rapport with stakeholders at all levels and provide client support in a professional and trustworthy manner. You'll also need the dedication necessary to meet business requirements and customer expectations, as well as the ability to set priorities and manage your time effectively. 

Responsibilities

Provide dedicated account management to strategic accounts in the Russian speaking region

Identify new or emerging customer needs based on player and employee feedback.

Assist in developing, tracking, and reporting key performance measurements for the customer service department.

Develop and implement processes and procedures to improve quality and efficiency.

Maintain consistency and alignment with peers, both regionally and globally.

Work with customer service management to identify and develop departmental procedures and standards, and ensure compliance.

Provide clear documentation on the methods and outcomes of all coaching efforts and disciplinary actions for each member of a team.

Manage positive trending on the performance and quality measures for a team.

Ensure service level agreements on customer escalations are met.

Requirements

• Skill in providing an exceptional customer experience.
• Knowledge of PC applications.
• Ability to work with minimal guidance or supervision in a time critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Skill in providing outstanding customer service through support of escalated customer issues.
• Ability to defuse situations, get to the issue and solve the problem.
• Skill in time management and multitasking.
• Skill in providing constructive feedback to others.
• Proven success in motivation and leadership.
• Demonstrated ability to coach and develop others to achieve desired results.
• Ability to make quick, accurate and appropriate decisions.
• Minimum 3 years customer service experience.
• SAP
• Must have fluent