Senior Customer Service Representative

2 weeks ago

Angeles City, Central Luzon, Philippines MVP Asia Pacific Inc. Full time ₱104,000 - ₱130,878 per year

MVP Asia Pacific Inc. is a leading outsourcing company located in the Clark Freeport Zone, Pampanga, Philippines. We were founded with the mission to connect highly skilled offshore professionals with businesses of all sizes across the globe—helping our clients scale with speed and excellence.

At MVP, we foster a culture of professionalism, innovation, and collaboration. Our people enjoy a supportive, growth-driven environment with opportunities for continuous learning, career development and work-life balance.

If you're driven, passionate about learning, and ready to make an impact, we'd love for you to join our growing team of MVPs

Senior Customer Service Representative (Onsite)

Job Description:

  • Manage day-to-day customer support operations and provide hands-on assistance during peak periods.
  • Handle complex customer inquiries and escalations via live chat and email.
  • Create and maintain:
  • Customer service template responses
  • FAQs
  • Standard operating procedures (SOPs) for CS workflows
  • Mentor and guide junior agents to ensure consistent and high-quality service.
  • Work with management to enhance support processes and customer experience.
  • Ensure compliance with wagering and iGaming industry regulations and internal standards.

Qualifications:

  • 2 years of customer service experience, with preference for wagering or iGaming industry exposure. · Experience with platforms like Zendesk, Freshdesk, or other helpdesk tools.
  • Proven ability to create structured support content (templates, FAQs, SOPs).
  • Detail-oriented, process-driven, and proactive in driving service quality improvements.
  • Strong communication and leadership skills; confident in training and mentoring others.
  • Must be willing to work night shifts, weekends, and holidays.

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