Customer Service Manager

6 days ago

Parañaque, Philippines The Orange Company Inc. Full time

Customer Service Manager Position Title: Customer Service ManagerDepartment: Player Support / OperationsReports To: Operations Manager / General ManagerLocation: Solaire, Tambo, Paranaque CityEmployment Type: Full-time Position Overview The Customer Service Manager oversees the daily operations of the Player Support team, ensuring that gamers receive timely, efficient, and high-quality assistance. This role focuses on delivering an exceptional player experience by managing service performance, resolving escalations, and leading continuous improvement initiatives aligned with company goals. The ideal candidate has strong leadership skills, a deep understanding of the gaming community, and experience in managing support operations within the online gaming industry. Key Responsibilities Lead, train, and mentor the customer service team to ensure consistent, high-quality support for players across all platforms. Oversee the performance of player support operations, ensuring KPIs such as response time, resolution rate, and player satisfaction are met. Handle complex or escalated player issues, particularly those involving payments, technical issues, or account security. Collaborate with Game Operations, Product, and Development teams to address recurring player issues and improve the player experience. Monitor player feedback and trends to provide actionable insights to management and development teams. Develop and maintain service policies, scripts, and knowledge base content tailored to online gaming. Manage service tools, ticketing systems, and chat channels to ensure efficient communication and workflow. Coordinate schedules and staffing to maintain 24/7 support coverage if required. Conduct regular training sessions to enhance product knowledge and service skills. Prepare and present reports on player satisfaction, issue trends, and team performance. Qualifications Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience). Minimum of 3–5 years of experience in customer service , with at least 2 years in a managerial or supervisory role . Prior experience in the online gaming, esports, or entertainment industry is highly preferred. Strong understanding of gaming culture, platforms, and community management principles. Excellent communication, leadership, and conflict-resolution skills. Familiarity with customer support tools (e.g., Zendesk, Freshdesk, or similar CRM systems). Ability to analyze data and generate actionable insights. Flexibility to work in shifts, weekends, or holidays as required by gaming operations. #J-18808-Ljbffr

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