Customer Service Supervisor

3 weeks ago

Taguig, Philippines Optima Total Solutions Inc Full time

Job Summary We are looking for a Mandarin speaking Customer Service Supervisor, preferably with experience in iGaming, the Internet industry, and BPO. Responsibilities Develop and implement daily schedules, shift plans, and manpower allocation for the customer service team to ensure operational continuity and service efficiency. Monitor key customer service performance indicators (e.g., response time, customer satisfaction, and resolution rate), promptly identify issues, and implement optimization measures. Drive the implementation of management strategies at the team level to ensure the achievement of business objectives. Monitor team members performance, engagement, and execution behavior, and provide regular reports to management for decision‑making purposes. Establish and maintain standard operating procedures (SOPs) and training systems to enhance team professionalism and ensure consistency in execution. Conduct onboarding training to ensure new employees quickly master gaming platform workflows, member tagging logic, deposit/withdrawal processes, and risk control policies. Optimize customer service scripts and knowledge base content to enhance the collaboration between AI chatbots and live agents, improving issue resolution efficiency and user experience. Handle escalations involving VIP users, high‑value players, and major complaints, coordinating with backend, risk control, and operations teams to drive issue closure. Collect and analyze customer service operational data (e.g., inquiry types, traffic trends, and issue distribution) and generate regular reports to support platform strategy optimization. Qualifications Minimum of 1 year of customer service experience in online gaming or a related entertainment platform. Strong team coordination and leadership skills, with the ability to develop shift schedules and manage emergency staffing adjustments. Proficient in core gaming operational processes such as deposits, withdrawals, bonus issuance, and betting anomaly handling, with the ability to guide team members in proper execution. Highly responsible and resilient, capable of maintaining clear judgment and consistent performance in a fast‑paced, high‑demand environment. Preferred Qualifications Experience using Zoho customer service systems (such as Zoho Desk, Zoho CRM, or Zoho SalesIQ). Filipino‑Chinese (Fil‑Chi) background preferred, providing advantages in cross‑cultural communication and team management. Prior experience as a customer service team leader, supervisor, trainer, or quality assurance (QA) personnel is a strong advantage. Knowledge of VIP player lifecycle management, customer segmentation strategies, or high‑value player servicing models. Seniority Level Associate Employment Type Full‑time Job Function Customer Service Industries Human Resources Services #J-18808-Ljbffr

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