Customer Service Representative Supervisor

4 days ago

Taguig, National Capital Region, Philippines Clickarts Inc. Full time $104,000 - $130,878 per year
Job Summary:

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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