Alexander Eirich Email & Phone Number

Stuttgart, Bw, De

Remote

Constance, Baden-Württemberg, Germany

• Responsible for the whole customer life cycle, creating and owning every process within it• Preventing churn, assuring retention, building customer advocacy, cross-selling• Onboarding, support, retention, activation, key account management• Setting up procedures, technical infrastructure, administrating Hubspot, creating automated workflows

Malta

• Leading a team of 7 Customer Service Representatives to achieve excellent customer satisfaction• Defining the KPI's and assuring that all targets are met or exceeded• Creating the Quality Assurance and performing the QA analysis monthly• Identifying knowledge gaps, planning, executing and evaluating training accordingly• Setting up procedures and an internal knowledge base for efficient and smooth workflows• Configuring customer service software 'Freshdesk' for efficient workflows and reporting• Managing escalations to other departments• Providing high-quality templates for frequent use• Live-coaching, updating and assisting the team on daily basis• Regular 1 to 1 meetings with agents and management to provide and collect feedback• Creating a roster based on a balanced rotation model and assuring that shifts are covered• Assisting with chats, emails and phone calls

Malta

• Handling complex escalations• Solving VIP requests• Handling Responsible Gaming cases• Checking police reports with Legal• Creating and following up on JIRA tasks• Creating Wiki for internal knowledge base• Training newcomers and coaching agents• Improve QA process and internal procedures• Hiring process: interviews and assignments related to recruitment

Malta

• Handling customer accounts• Providing information via email, live chat and phone• Handling additional tasks assigned by the management

Sofia

• Handling customer accounts• Providing information via email, live chat and phone• Proactive communication with customers to increase customer retention and value• Interaction with Marketing and Sales departments• Training and coaching new agents• Working closely with the Content team• Handling additional tasks assigned by the management• Participating in the recruitment process by assessing the candidates’ written and verbal language skills

Ludgwigsburg, Germany

• Web Content Management with Typo3• Graphic Design using Photoshop, Illustrator, etc.• Developing software features with PHP & JavaScript• Regular meetings with customers to discuss requirements and solutions for web platforms