Escalations Manager
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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. Apply for this position Required fields Full name Email Phone LinkedIn (optional) Portfolio (optional) Resume / CV Click to upload PDF, DOC, or DOCX (max 5MB) Cover letter (optional) I agree to the processing of my personal data for recruitment purposes in accordance with GDPR regulations. Please upload your CV to submit the application Similar positions General Affiliate Operations Manager Manage affiliate program operations and partnerships Malta General Compliance Analyst Monitor and ensure regulatory compliance Malta General Data Protection Officer Ensure GDPR compliance and data protection Malta
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