Immense Group

&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;Come and join our journey!&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;br&gt;&lt;/p&gt;
&lt;p&gt;&lt;span&gt;&lt;span&gt;At &lt;/span&gt;&lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;Immense Group&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;, we are guided by our core values of &lt;/span&gt;&lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;passion&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;, &lt;/span&gt;&lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;boldness&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;, and &lt;/span&gt;&lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;integrity&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;. We strive to create an environment where our people thrive, driven by a &lt;/span&gt;&lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;love for innovation&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; and a commitment to &lt;/span&gt;&lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;delivering exceptional player experiences&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;. If &lt;/span&gt;&lt;span&gt;you’re&lt;/span&gt;&lt;span&gt; passionate about &lt;/span&gt;&lt;span&gt;training and mentoring people&lt;/span&gt;&lt;span&gt;, bold in your approach, and act with integrity, &lt;/span&gt;&lt;span&gt;we’d&lt;/span&gt;&lt;span&gt; love for you to join our team as a &lt;/span&gt;&lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;Customer Service &lt;/span&gt;&lt;span&gt;Trainer&lt;/span&gt;&lt;span&gt;.&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;br&gt;&lt;span&gt; &lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;A taste of what you’ll do&lt;/span&gt;&lt;span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt; &lt;/span&gt;&lt;br&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;The &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;CS Trainer&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; plays a key role in ensuring that all &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;Customer Service Agents&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; are equipped with the necessary knowledge, skills, and tools to provide exceptional customer support. Trainers &lt;/span&gt;&lt;span&gt;are responsible for&lt;/span&gt;&lt;span&gt; designing and delivering training programs, onboarding new agents, and continuously improving training materials to enhance performance.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;br&gt;&lt;/span&gt;&lt;br&gt;&lt;span&gt; &lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Training &amp;amp; Development &lt;/span&gt;&lt;/p&gt;
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&lt;li&gt;&lt;span&gt;&lt;span&gt;Continuously improve and deliver comprehensive &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;induction training&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; for all new hires in CS department&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Conduct ongoing training sessions focusing on &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;product knowledge, policies &amp;amp; procedures, soft skills, and best practices&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Identify&lt;/span&gt;&lt;span&gt; individual and team &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;skill gaps&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;, create development plans, and provide upskilling or refresher training as needed.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Process &amp;amp; Quality Alignment &lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Maintain and update &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;training materials, Knowledge Base, and process documentation&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; to reflect the latest company policies and industry standards.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Work closely with the &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;QA Team Lead&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; to align training programs with &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;quality monitoring insights&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; and ensure agents meet performance expectations.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Provide structured feedback to the &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;QA Team Lead&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; on areas where training improvements are needed based on quality checks and performance data.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Support &amp;amp; Collaboration &lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Serve as a &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;knowledge resource&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; for Customer Service Agents, offering guidance on handling customer inquiries effectively.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Collaborate with the &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;Team Leads&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; to ensure that training aligns with process improvements and automation strategies.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
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&lt;li&gt;&lt;span&gt;&lt;span&gt;Participate in &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;cross-functional projects&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; aimed at enhancing customer experience, including chatbot enhancements and workflow optimization.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Continuous Improvement &lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Monitor training effectiveness by gathering feedback, tracking agent progress, and recommending improvements.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Stay updated on &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;industry trends, regulatory changes, and internal developments&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; to ensure training &lt;/span&gt;&lt;span&gt;remains&lt;/span&gt;&lt;span&gt; relevant and effective.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Any other tasks related to training, quality improvement, or knowledge development as assigned.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span&gt; &lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Who and what we are after? &lt;/span&gt;&lt;br&gt;&lt;/p&gt;
&lt;p&gt;&lt;br&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Proven experience in Customer Service, within iGaming industry.&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Over 1 year of previous coaching or training experience.&lt;/span&gt;&lt;br&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Strong presentation and facilitation skills with the ability to engage and educate adult learners. &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Excellent written, verbal, and interpersonal communication skills in English.&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Familiarity with &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;chatbot automation tools (e.g., Ada)&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; and quality assurance systems (e.g., &lt;/span&gt;&lt;span&gt;EdgeTier&lt;/span&gt;&lt;span&gt;) is an advantage.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Strong &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;customer service orientation&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;, ensuring agents are well-prepared to handle inquiries efficiently.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Ability to work in a &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;fast-paced 24/7 environment&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; and adapt to process changes.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;High level&lt;/span&gt;&lt;span&gt; of &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;attention to detail, organization, and problem-solving skills&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
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&lt;li&gt;&lt;span&gt;&lt;span&gt;Team player with the ability to interact professionally across departments and management levels.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;br&gt;&lt;br&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;Employee benefits&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;br&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;Private health insurance&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; – because your wellbeing matters to &lt;/span&gt;&lt;span&gt;us&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;Wellness allowance&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; – up to &lt;span style=&quot;font-weight: bold&quot;&gt;€300 &lt;/span&gt;per year&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
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&lt;li&gt;&lt;span&gt;&lt;span&gt;Fresh&lt;/span&gt;&lt;span&gt; and healthy free &lt;/span&gt;&lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;Breakfast &lt;/span&gt;&lt;span&gt;&amp;amp; &lt;/span&gt;&lt;span&gt;Lunch&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; prepared &lt;span style=&quot;font-weight: bold&quot;&gt;everyday&lt;/span&gt; in our penthouse kitchen&lt;/span&gt;&lt;span&gt; – you can save up to &lt;span style=&quot;font-weight: bold&quot;&gt;€3&lt;/span&gt;&lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;,000&lt;/span&gt;&lt;span&gt; a &lt;/span&gt;&lt;span&gt;year&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;Birthday leave&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; – as we want you to celebrate your &lt;/span&gt;&lt;span&gt;day&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span&gt;&lt;span&gt;Company and team-building &lt;/span&gt;&lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;events&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; – trust us, these are &lt;/span&gt;&lt;span&gt;legendary&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;&lt;span&gt;&lt;span&gt;Relocation package&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; to Malta, including flight and two weeks of &lt;/span&gt;&lt;span&gt;accommodation&lt;/span&gt;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span&gt;Opportunities and time off to engage into a &lt;span style=&quot;font-weight: bold&quot;&gt;volunteering event &lt;/span&gt;of your choice&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span&gt;Various &lt;span style=&quot;font-weight: bold&quot;&gt;discounts and&lt;/span&gt;&lt;/span&gt;&lt;span&gt; more&lt;/span&gt;&lt;span&gt; – see for yourself!&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span&gt; &lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;br&gt;&lt;br&gt;&lt;/p&gt;
&lt;p&gt;&lt;span&gt;&lt;span&gt;Meet all the eligible criteria? Apply today &lt;/span&gt;&lt;span&gt;and join&lt;/span&gt;&lt;span&gt; the &lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt;Immense Group&lt;/span&gt;&lt;/span&gt;&lt;span&gt;&lt;span&gt; team.&lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span&gt;&lt;span&gt;Please take the time to read our Candidate&lt;/span&gt;&lt;/span&gt;&lt;a rel=&quot;noopener noreferrer&quot; href=&quot;https://www.immensegroup.com/privacy-policy/&quot;&gt;&lt;span&gt;&lt;span&gt; Privacy Policy – Immense &lt;/span&gt;&lt;/span&gt;&lt;/a&gt;&lt;span&gt;&lt;span&gt;prior to clicking ‘apply’. &lt;/span&gt;&lt;/span&gt;&lt;span&gt; &lt;/span&gt;&lt;/p&gt;