Customer Support Trainer
As a Customer Support Trainer, the successful candidate will play a key role in onboarding and preparing new hires to excel in customer service. The primary responsibility involves developing, implementing, and delivering comprehensive training specifically designed for new and current team members.
The trainer will ensure that staff gain the skills and knowledge needed to effectively handle customer inquiries, resolve issues, and maintain high customer satisfaction. By providing engaging and thorough training, the role helps new hires seamlessly integrate into the team and uphold the service standards and best practices of LeoVegas.
- Organise and coordinate training workshops, onboarding and refreshers.
- Maintain and update the training plan and sessions, attendance, historic training data and reporting.
- Assist QA in conducting internal reviews of the quality of agents interactions and providing feedback, coaching and shadowing as required.
- Deliver material, practices and processes confidently to large groups of people.
- Oversee the smooth integration of new starters in Customer Support.
- Escalate back office accesses in a timely manner.
- Create training materials that align with the company goals and customer service standards.
- Stay current on industry trends and incorporate best practices into training programs.
- Monitor and assess the effectiveness of training programs through feedback and performance metrics.
- Work closely with team leaders and managers to identify areas where additional training or support is needed.
- Assist with any ad-hoc tasks as required.
- Answering customers enquiries for LeoVegas and all brother brands via phone and live chat if there is a business need.
- Strong understanding of iGaming products, services, and regulatory requirements (required).
- Proven experience in customer support roles, preferably within the iGaming industry (required).
- Demonstrated ability to train, mentor, and develop support teams using modern training techniques (required).
- Excellent verbal and written communication in English (required).
- Strong time management and organisational skills (required).
- Ability to identify common customer challenges and develop training materials to address them (required).
- Strong data analysis skills to assess team performance and training needs (required).
- Ability to work in a fast-paced, dynamic environment and adjust training strategies as needed (required).
- Proficiency with Google Slides for creating engaging and interactive training presentations (preferred).
- Hybrid work policy.
- 4 weeks of Workation (T&C apply).
- Well-being allowance to support your active lifestyle.
- Private health insurance.
- Discounts across a range of retailers, gyms, bars & restaurants.
- Employee assistance program that can provide help and guidance during challenging moments.
LeoVegas Group is a Swedish mobile-first iGaming company founded in 2011, headquartered in Stockholm with its main operational hub in Sliema, Malta. A pioneer of mobile casino, it operates online casino and sportsbook products across regulated markets through brands including LeoVegas, BetUK, Expekt, Pink Casino and GoGo Casino. In 2022 the group was acquired by MGM Resorts International and now serves as MGM's international online-gaming arm, having previously been listed on Nasdaq Stockholm.