Ebony Jacks Email & Phone Number

Gibraltar

Gibraltar

Gibraltar

Gibraltar

• Supervision and monitoring of a Customer Service Team.• Recruitment of staff• Ensure service performance through the measurement and development of service levels, productivity and quality of communication.• Shift planning and coordination of staff holidays.• Hold appraisal meetings – including quality monitoring.• Ensure that policies and procedures are followed.• Hold regular team meetings.• Report relevant and significant issues within the team to the Customer Services Head.• Share significant information with the team.• Identify training needs and organise new training sessions in coordination with CS Head and training department.• Coordinate regular communication with other departments/operations.• Deal with delicate user cases (trouble shooting).• Assist and report to the CS Head, working closely with other team leaders and liaising with other departments (eg. 2nd line team, P&I, etc.).

Gibraltar

• Handling customer inquiries via e-mail and phone; including but not limited to sportsbook, Poker, casino and cashier related issues• Assessing individual issues and taking appropriate action to ensure customer needs are met• Working in coordination with other teams based at different locations that share similar objectives• Escalating system anomalies and general issues faced by customers to the relevant party• Understanding Standard Operating Procedures and delivering service / quality standards to agreed levels

Gibraltar

U.S Sportsbook Executive – Sept. ’97U.K Customer Service Executive– July ’00Platinum Executive - July ’01Lead Executive– November ’02Queries Department Executive – Feb ’04