Betclic Group

Betclic, a European leader in sports betting, is much more than just an online gaming site! Also offering Poker, Horse Racing, and Casino games across various countries and continents, it is an inspiring and forward-thinking company: every day brings new challenges in a modern and dynamic environment. As an influential player in the tech industry, with strong and sustained growth over the years, we believe in innovation through diversity and inclusion and encourage everyone to reach their full potential. With our multicultural team, we provide an optimal, safe and responsible gaming experience, powered by cutting-edge technology.

As a Customer Service Team Leader (Portuguese), you will join the Customer Service Operations team, whose role is responsible for supervising the daily operations of a team of Customer Service Agents, ensuring service quality, productivity, and adherence to company processes and standards. The role focuses on supporting team performance, maintaining operational efficiency, and delivering a positive customer experience.

In this role, your main missions will be:

• Supervise the day-to-day activities of Customer Service Agents.
• Ensure team members achieve productivity, quality, and customer service targets.
• Monitor individual and team performance and provide regular feedback.
• Support agents in handling customer queries, complaints, and escalations.
• Conduct coaching sessions to improve performance and service quality.
• Manage attendance, schedules, and operational coverage in collaboration with Workforce Management.
• Ensure compliance with company policies, procedures, and quality standards.
• Support onboarding and integration of new team members.
• Communicate team objectives, operational updates, and priorities effectively.
• Foster a positive and collaborative team environment.

CONTINUOUS IMPROVEMENT & INNOVATION:

• Identify operational issues affecting team performance and escalate them when necessary.
• Suggest practical improvements to workflows and daily operations.
• Share customer and agent feedback with management.
• Support the implementation of new processes, tools, and procedures.
• Promote best practices and consistency across the team.

We are looking for passionate and curious professionals who bring kindness and a touch of enthusiasm!

This job is for you if you have:

• Experience in Customer Service.
• Good understanding of customer service operations and KPIs.
• Knowledge of complaint handling processes and customer communication standards.
• Ability to use CRM platforms, ticketing systems, and Microsoft Office tools.
• Good command of English and fluency in Portuguese.
• Understanding of multi-channel customer service environments.

• Communicate clearly and professionally with customers and colleagues.
• Put the customer at the heart of your work.
• Stay organised, manage priorities effectively and use your time well.
• Adapt positively to operational changes and shifting priorities.
• Identify problems and escalate issues appropriately.
• Build positive working relationships within your team.
• Take ownership of your responsibilities and follow through reliably.
• Stay composed and resilient in demanding situations.
• Show empathy and emotional intelligence when supporting customers and colleagues.
  
  

🌍Travel & Leisure benefit up to €600 per year

🏋️Fitness benefit up to €30 per month

🍽️Meal allowance

🩺Private health insurance after 6 months of employment

✅Private pension scheme after 6 months of employment

🏠Relocation package

💻Hybrid work arrangement from Malta

✈️Possibility to work remotely from home country for a few weeks per year

📚Constant focus on skills development with a personalised annual training program

📈Career development in an international environment

📍 Betclic Group - Tagliaferro Business Centre, Level 3, Gaiety Lane, Sliema SLM1551, Malta