Recruiting firm Hyperion has recently advertised the following openings. If you have an interest in any of these positions you should contact Hyperion directly.

Customer Services Team Supervisor – Online Poker – Ireland

Our Client:

Thanks to a shrewd marketing strategy our client has become the most recognisable internet poker brand. Their meticulously designed software distinguished itself from its competition with previously unseen features and promotions. Are you a poker fanatic? Do you have relevant experience? Then working with this poker powerhouse could be the role for you. They are currently looking for a Customer Services Team Supervisor with a thorough understanding of the poker industry to join their team in Dublin.

The Role:

The objective of the Supervisor role is to manage the day to day planning, operation and problem solving within the Customer Service Department in order to consistently deliver an unparalleled Customer Service experience. He/ she will ensure effective call/ email monitoring, coaching, feedback, and hold responsibility for the delivery of the defined customer experience. The Supervisor will manage the development and performance of the Team Leaders as well as each team member and report progress to the Senior Operations Manager on an ongoing basis. Responsibility for the motivation and leadership of all team members also lies with the Supervisor. We are currently looking for supervisors for our morning, evening and night shifts.

Responsibilities / Accountabilities:

-Overseeing the activities of the department, ensuring that adequate resources and technical skills are available to service customers in accordance with company standards.
-Conduct monthly feedback sessions and consistently coach/develop employees with timely/constructive feedback and positive recognition.
-Identify training needs for individuals based on quality results, productivity statistics and customer feedback.
-Identify process improvements to increase efficiencies and streamline processes.
-Ensure timely, accurate and consistent documentation of projects, service issues etc.
-Prepare and document department policies and procedure.
-Acts as a liaison with other departments within the organisation and interact with staff when resolving complex issues.

Skills / Experience Required:

-3+ years supervisory experience in a customer service environment is required.
-Excellent organisation and prioritization skills.
-Experience in the online gaming Industry is a distinct advantage.
-Knowledge of Poker is also a distinct advantage.
-Strong technical background.
-Demonstrated leadership and conflict resolution skills.
-Proven ability to drive change, managing the business.
-Proven ability in decision making.
-Ability to cope in a fast paced demanding environment.
-Excellent written and verbal communication skills.
-Supervisory Skills.
-Demonstrated ability to develop, direct, and manage a group of people.
-Excellent ability to solve user issues.
-Skill in developing and implementing p strategies and procedures.
-Versed in employee development and performance management skills.
-Ability to foster a cooperative environment and to work in a positive fashion with peers in other departments.
-Extensive experience creating and maintaining KPI’s/ Service Levels.
-Proven ability to gather, analyse, interpret and report on information as necessary.

Communication Skills

-Strong interpersonal and communication skills and the ability to communicate effectively with a wide range of constituencies in a diverse environment.
-Demonstrated team building skills: within own team/across other teams.
-Ability to provide effective advice and counsel on strategic communications issues and exercise effective judgement.
-Ability to provide objective performance feedback.
-Excellent documentation skills.
-A high level of English fluency is essential with a preference for a 2nd language.

Customer Service – German Speaking – Poker and Sportsbook – Malta

Job Description

Based out of Malta, our client offers a poker product that is generally perceived to be “the nuts”.

Due to an influx of players from various territories, they now require a German Speaking Customer Service Adviser to join the Malta based operation.

Responsibilities

-Managing player accounts (cash transfers, password verification, account information)
-Providing information on tournaments, hand history and software requirements/updates.
-Responding to players regarding game rules.
-Servicing the “Live Chat” function and dealing with all inbound customer queries.
-You will be the customer’s first point of contact, helping to ensure that our players’ queries are resolved in a timely and efficient manner.

It is important to note that this job will require complete oral and written fluency in both English and German.

Ideal Qualities

-A strong interest in online gaming, with particular reference to poker.
-A background of playing online & offline poker for a minimum of one year.
-Previous experience in a customer service role.
-A basic knowledge of money processing and experience of dealing with transactions.
-Experienced in a multi-cultural and fast paced environment.
-A solid commercial background.
-Articulate and well organised, capable of managing time efficiently.
-Flexible to work on a shift basis.

Customer Service – Swedish Speaking – Poker and Sportsbook – Malta

Job Description

Based out of Malta, our client offers a poker product that is generally perceived to be “the nuts”. They are an expanding organisation and have big plans to progress their poker, casino and sports-book brands in 2009. Due to an influx of players from various territories, they now require a Swedish Speaking Customer Service Adviser to join the Malta based operation.

Responsibilities

It is important to note that this job role will require complete oral and written fluency in both English and Swedish.

Ideal Qualities

Conversion Specialist – Poker Acquisition Analysis – UK

Overview:

The successful candidate will report to the Head of CRM. They will be responsible for the conversion analysis of the various marketing and outbound calling campaigns

Job Role Key Duties:

-Management and continual optimisation of the ‘Player Journey’ from acquisition source to real money play.
-Identification of factors prohibiting conversion and proposing and implementing long term strategic fixes that are continually measurable.
-Creation and management of Acquisition Bonuses in line with business objectives and our acquisition profile. Improving the ratio between registrations and new ‘real money’ users.
-Tailoring website content and creative to aid conversion of registrations into ‘Real Money’ new users.
-Briefing in and managing in-house and external design projects.
-Segmenting and applying ‘treatments’ to non-converting registrations to ensure we continually support the work of the acquisitions team. Using a one-to-one marketing methodology.
-Responsible for Competitor Analysis on Conversion strategies.
-Conversion of players via the following channels: Email Campaigns, -Direct Mail Campaigns, Website A/B testing, outbound calling initiatives, bonuses/promotions/offer creation, product and website development, In-software optimisation (e.g. Casino Lobby Re-design).
-Provider of business intelligence via streamlined Conversion reports on a weekly monthly and quarterly basis.
-A vision of effective CRM across Conversion & Retention, and a drive to ensure both areas are working closely to achieve the complete vision of customer intimacy and centricity.
-Team work ethic, offering support for the team and empowering junior staff members to assist with duties under your control.

Skills:

-Previous experience with conversion role
-Some Gaming experience
-Must be an expert at MS Excel
-MS Word & PowerPoint
-Must be a self starter and take the initiative to create and deliver projects useful to the business.
-Excellent communication and people skills.
-Good presentation skills.
-Experience working in the online environment
-Analysis / Reporting experience

Desirable Knowledge:

-Relevant understanding of marketing and online operations
-Knowledge of casino and poker game rules

Behaviour:

-Must have a friendly / hands on approach
-Must be willing to improve themselves and develop their own skills
-Team player / willing to share responsibilities and successes
-Must have the right attitude
-Must have the company values
-Willing to learn
-Willing to continuously improve
-Must be enthusiastic
-Good communication skills