
Customer Service Representative Supervisor
2 days ago
We are looking for a Customer Service Representative (CSR) Supervisor with hands-on experience in the casino or gaming industry, specifically dealing with player-facing interactions. The ideal candidate will be responsible for leading a team of CSRs, ensuring high-quality support, and maintaining a smooth and professional experience for our players.
Key Responsibilities:
- Supervise day-to-day operations of the CSR team to ensure efficient and timely player support.
- Handle escalated player concerns and provide resolutions in a professional and courteous manner.
- Train, coach, and mentor new and existing CSR team members to maintain service quality.
- Monitor team performance, set goals, and conduct regular performance reviews.
- Ensure compliance with company policies, gaming regulations, and responsible gaming practices.
- Collaborate with other departments (tech, operations, marketing) to resolve player issues and improve overall service.
- Provide regular reports and feedback to management on team performance and player satisfaction.
- Stay up-to-date with industry trends and best practices in player support and customer service.
Qualifications:
- Proven experience in a supervisory CSR role in the casino or online gaming industry.
- Strong background in player-facing roles – understanding player needs, behaviors, and expectations.
- Excellent communication, conflict resolution, and leadership skills.
- Ability to manage a team in a fast-paced, high-pressure environment.
- Knowledge of responsible gaming policies and player protection practices is a plus.
- Proficient in CRM systems and support platforms (Zendesk, Freshdesk, etc.) is an advantage.
- Flexible to work shifts, including weekends and holidays, if required.
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