Customer Service Manager Jobs in Malta

Customer Experience professional to join a growing iGaming business and take ownership of its player support function...' experience in Customer Support or Customer Experience, ideally within iGaming environment. Previous experience leadingSalary: €60000 - 70000 per year

Job Opportunity: Customer Care Manager / Team LeaderLocation: Malta (Candidates must already be based in Malta)Position Type: Full-timeAbout the RoleWe are seeking a highly motivated, organized, and proactive Customer Care Manager / Team Leader to lead, mentor, and optimize our Customer Care Representatives. In this pivotal role, client satisfaction is of the utmost importance. You will be responsible for streamlining daily operations, improving overall team performance, and drastically reducing customer complaints through efficient service delivery and quality assurance.Main Duties & ResponsibilitiesTeam Leadership & OperationsDepartment Oversight: Run the Customer Care Department (CCD) in its entirety, managing daily workloads and overseeing all duties of the Customer Care Representatives.Scheduling & Performance: Create, plan, and manage daily work schedules and rosters to ensure seamless coverage and adherence to company standards.Workforce Support: Motivate the team, handle vacation leave approvals logically to maintain service flow, and foster a reliable, team-oriented work culture.Efficiency & Performance TrackingSLA Management: Monitor and guarantee that all daily communication channels—including phone calls, emails, social media messages, and answering machines—are replied to promptly and efficiently.Process Improvement: Evaluate current workflows to improve the overall speed, accuracy, and performance of the customer care team.End-of-Day Preparedness: Ensure all planning, tasks, and scheduling for the following working day are finalized before the end of each shift.Client Satisfaction & Complaint ResolutionComplaint Reduction: Actively investigate the root causes of customer complaints and implement proactive workflows to minimize them.Quality Assurance: Ensure that client satisfaction remains the team’s core metric by monitoring order creation, data accuracy, and the handling of queries.Escalation Handling: Act as the primary point of contact for complex customer issues, resolving them professionally and gracefully under pressure.Requirements & QualificationsResidency: Must currently reside in Malta and be legally entitled to work here.Experience:Minimum of 2 to 4 years of experience in a customer care or customer-facing role.Minimum of 1 year of experience in a leadership, supervisory, or management role.Education: Secondary level of education or higher.Languages: Excellent command of written and spoken English is required. (Fluency in Maltese will be considered a strong asset given our client base not mandatory).Core Skills:Exceptional leadership, team building, and motivational skills.Outstanding time management and organizational capabilities.Strong problem-solving skills with a strict focus on customer retention and satisfaction.Ability to remain efficient, reliable, and calm when working under pressure.How to ApplyIf you are ready to take ownership of a team and elevate our customer experience, we want to hear from you!Interested applicants are kindly requested to send their updated CV by clicking the "Apply Now" button below.About UsAquani (Nibe Beverages Limited):Producing water is a responsibility, one that we have been enjoying since 2003. AQUANÌ is a brand committed to producing and marketing high-quality drinking water to any home and office in Malta.Our water is slightly mineralized and originates from closely controlled water sources. It is in our interest to ensure that we respect all the necessary standards and regulations when producing our water. The result is a quality product that is enjoyed by many families and companies.The attention to detail is extended to the type of service we provide to our consumers. Our team and structure give us the opportunity to take and deliver an order wherever you are in Malta. We would like to see all our consumers place their orders online, but if this is not possible you may still call us or send us an email.

We are seeking a highly motivated, organised, and proactive Customer Care Manager / Team Leader to lead, mentor, and optimise our Customer Care Representatives. In this pivotal role, client satisfaction is of the utmost importance. You will be responsible for streamlining daily operations, improving overall team performance, and drastically reducing customer complaints through efficient service delivery and quality assurance.Main Duties and ResponsibilitiesTeam Leadership and OperationsDepartment oversight: Run the Customer Care department (CCD) in its entirety, managing daily workloads and overseeing all duties of the Customer Care Representatives.Scheduling and performance: Create, plan, and manage daily work schedules and rosters to ensure seamless coverage and adherence to company standards.Workforce support: Motivate the team, handle vacation leave approvals logically to maintain service flow, and foster a reliable, team-oriented work culture.Efficiency and Performance TrackingSLA management: Monitor and guarantee that all daily communication channels—including phone calls, emails, social media messages, and answering machines—are replied to promptly and efficiently.Process improvement: Evaluate current workflows to improve the overall speed, accuracy, and performance of the customer care team.End-of-day preparedness: Ensure all planning, tasks, and scheduling for the following working day are finalised before the end of each shift.Client Satisfaction and Complaint ResolutionComplaint reduction: Actively investigate the root causes of customer complaints and implement proactive workflows to minimise them.Quality assurance: Ensure that client satisfaction remains the team’s core metric by monitoring order creation, data accuracy, and the handling of queries.Escalation handling: Act as the primary point of contact for complex customer issues, resolving them professionally and gracefully under pressure.Requirements and QualificationsResidency: Must currently reside in Malta and be legally entitled to work here.Experience:Minimum of 2 to 4 years of experience in a customer care or customer-facing role.Minimum of 1 year of experience in a leadership, supervisory, or management role.Education: Secondary level of education or higher.Languages: Excellent command of written and spoken English is required. (Fluency in Maltese will be considered a strong asset not mandatory given our client base).Core Skills:Exceptional leadership, team building, and motivational skills.Outstanding time management and organisational capabilities.Strong problem-solving skills with a strict focus on customer retention and satisfaction.Ability to remain efficient, reliable, and calm when working under pressure.How to ApplyIf you are ready to take ownership of a team and elevate our customer experience, we want to hear from you!Interested applicants are kindly requested to submit their updated CV by clicking the "Apply" button below.

Lead customer experience function including support, VIP, and retention teamsAbout The RoleHead our customer experience function covering support, VIP management, and retention. You'll lead teams, develop CX strategies, and ensure exceptional player experiences that drive loyalty and revenue.ResponsibilitiesLead customer experience strategyManage support, VIP, and retention teamsSet and monitor CX KPIsImprove player journeys and touchpointsDevelop training programsReport to senior managementWork with product on player feedbackDrive player satisfaction and NPSRequirements8+ years in customer experience (gaming required)5+ years of senior leadership experienceDeep understanding of player lifecycleStrong people management skillsStrategic and analytical thinkingExperience with CX tools and platformsExcellent stakeholder managementMulti-lingual skills a plusBenefitsSalary €55,000 - €70,000Senior leadership positionHybrid workHealth insuranceLead critical business functionExecutive career pathPosition DetailsEmployment Type Full TimeWork Mode HybridShift DayLevel SeniorExperience 8+ yearsFrequently Asked QuestionsAs a Head of Customer Experience 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.