Customer Service Head

4 hours ago

Fort Bonifacio, National Capital Region, Philippines Uptitude Training Corporation Full time ₱900,000 - ₱1,200,000 per year

Role and 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 (such as 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 (such as inquiry types, traffic trends, and issue distribution) and generate regular reports to support platform strategy optimization.

Requirements:

· Minimum of 1 year of customer service experience in online gaming or a related entertainment platform (required).

· 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.

· 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 is preferred.

Job Type: Full-time

Benefits:

  • Paid training
  • Pay raise

Work Location: In person

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