Customer Service Lead

3 days ago

Taguig, National Capital Region, Philippines ALPHA CENTURY CONSULTANCY INC. Full time

1. Has basic knowledge or experience in the lottery or gaming industry and online customer service.

2. Able to independently provide player support via online chat, phone, or email, including inquiries, problem-solving, account login issues, deposits/withdrawals, betting rules, winnings/payouts, and other account-related assistance; able to quickly identify and resolve player issues encountered during gameplay.

3. Capable of rapidly learning and supplementing industry and product knowledge, accurately identifying player needs, and explaining various lottery games, betting instructions, and draw processes based on game rules and product knowledge.

4. Timely collects and reports abnormal issues; can perform preliminary investigation on delayed deposits, withdrawal issues, order anomalies, and accurately record and report technical issues to relevant departments.

5. Handles customer complaints promptly and professionally, maintaining good communication and a positive attitude.

6. Proficient in using customer service systems (ticketing systems / CRM / LiveChat, etc.) and completes processing records and data entry according to established procedures.

7. Strong ability to work under pressure and handle high volumes of inquiries; able to meet company-required response times and work in early or late shifts as needed.

Job Requirements

At least 2-4 years experience as Team Lead in Customer Service prefer account (iGaming Industry)

Strong Leadership and Communication Skill

Knowledgable in using Microsoft/Google Application for reporting and Ticketing System & CRM

Amenable to work onsite in BGC Taguig

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