Overview
Smartbet is looking for a Service Quality Improvement Specialist.
Responsibilities:
- Register and manage both formal and informal customer complaints, ensuring they are addressed in a timely and effective manner
- Monitor and evaluate the quality of customer service interactions to ensure high standards are maintained across all touchpoints
- Study and analyze customer opinions, feedback, and satisfaction surveys to identify trends and areas for improvement
- Maintain accurate records of customer complaints, responses, and resolutions, providing regular reports to management on service quality and customer satisfaction metrics
- Work closely with the customer support team to suggest and implement improvements to customer service processes, ensuring a positive customer experience
- Conduct regular evaluations of customer service satisfaction to ensure alignment with company goals and industry standards
- Efficiently prioritize and resolve customer service issues, ensuring the best possible customer experience under all circumstances
Required Qualifications:
- At least 3 years of experience in a Customer Service role, preferably in the iGaming or related industries
- At least 1 year of experience in Service Control or Complaint Management
- Strong problem-solving skills with the ability to identify issues and implement effective solutions
- Excellent time management skills, with the ability to manage multiple tasks and priorities in a fast-paced environment
- Proficiency in English and Russian, with strong communication skills to effectively handle customer complaints and feedback
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