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Manage complex customer escalations and resolutions

About The Role

We're seeking an Escalations Manager to handle complex player issues. You'll resolve high-priority cases, manage team, and ensure customer satisfaction through expert problem-solving.

Responsibilities

Manage complex customer escalations
Lead escalations team
Resolve high-priority player issues
Ensure timely and effective resolutions
Collaborate with other departments
Analyze escalation trends and root causes
Develop escalation procedures
Report on escalation metrics

Requirements

5+ years in customer service with escalation handling
Strong leadership and team management skills
Excellent problem-solving abilities
Experience in iGaming industry preferred
Knowledge of complaint handling regulations
Ability to work under pressure
Exceptional communication skills
Available for shift work including weekends

Benefits

Salary €35,000 - €48,000
Leadership role
Private health insurance
Performance bonuses
Shift allowances
Professional development opportunities
Impact-driven role

Position Details

Employment Type: Full Time
Work Mode: Onsite
Shift: Rotating
Level: Senior
Experience: 5+ years

Frequently Asked Questions

As a Escalations Manager at Platin Gaming Ltd, you will be part of our General department, contributing to our iGaming products and services. The role involves working with cutting-edge technology in a fast-paced, international environment based in Malta.

Escalations Manager

Job Description