Senior Customer Experience Manager

1 week ago


Taguig, National Capital Region, Philippines Red Fu Entertainment Technologies Corp Full time
Job Summary

We are seeking a highly skilled Senior Customer Experience Manager to join our team at Red Fu Entertainment Technologies Corp. As a key member of our customer support department, you will be responsible for leading a team of Telephone Operators and ensuring that our players receive exceptional service.

About You
  • You have a strong background in customer-facing roles, with experience in managing teams and providing top-notch service.
  • You possess excellent communication and leadership skills, with the ability to motivate and train your team members.
  • You are knowledgeable about our games, promotions, and events, and can provide informed support to our players.
  • You are proficient in using technology to manage calls, emails, and other forms of communication.
Responsibilities
  1. Team Management: Lead a team of Telephone Operators to ensure efficient and effective customer service.
  2. Compliance: Ensure compliance with gaming regulations and company policies.
  3. Customer Service: Provide excellent customer service to players and respond to their inquiries and concerns.
  4. Call Handling: Answer and direct incoming calls, responding to player inquiries, and resolving issues in a timely and professional manner.
  5. Information Provision: Provide information on games, promotions, and events to players.
  6. Account Assistance: Assist players with account-related issues, such as password reset, deposit, and withdrawal.
  7. Issue Escalation: Escalate complex issues to the relevant department or supervisor.
  8. Record Keeping: Maintain accurate records of player interactions, including call logs and issue resolution.
  9. Collaboration: Collaborate with other departments, such as Customer Support and Marketing, to ensure a cohesive player experience.
Requirements
  • A bachelor's degree in a relevant field, such as business, communications, or customer service.
  • At least 3 years of experience in a customer-facing role, with a minimum of 1 year of management experience.
  • Excellent communication and leadership skills.
  • Knowledge of gaming regulations and company policies.
Benefits
  • A competitive salary of $85,000 per year, plus benefits and bonuses.
  • Ongoing training and development opportunities.
  • A dynamic and supportive work environment.


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