Customer Service Team Lead

Customer Service Team Lead

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.

We have an exciting opportunity to join our Customer Service Operations Team in Manila and are currently looking for a Customer Service Team Lead to join the team.

The Customer Service Team Lead's role encompasses overseeing a customer service team within a business unit. As the lead, you'll inspire and guide your team to enhance the department's performance. This includes providing coaching and mentoring to team members.

Additionally, you'll play a key part in developing, leading, and supporting staff to attain optimal outcomes by implementing effective management strategies.

Key responsibilities will include:

• Responsible for a team of customer service representatives to ensure SLAs are met around quality and productivity.
• Handle escalated customer inquiries, complaints, and complex issues and provide prompt and effective resolutions to maintain customer satisfaction.
• Monitor and evaluate customer interactions to ensure adherence to company policies, procedures, and service standards and provide guidance to team members for improvement.
• Track SLAs and generate reports on individuals and team deliverables and outcomes and identify areas for improvement.
• Identify process gaps and inefficiencies in customer service operations and work collaboratively with other departments to implement improvements that enhance the customer experience.
• Foster a positive and collaborative team environment, encouraging teamwork, cooperation, and knowledge sharing among team members.
• Collaborate with other departments to gather and share customer feedback, insights, and suggestions for improving products and services.

What you will bring to the role:

• A minimum of 3 years of proven experience in leading a customer service operations team as a shift or team leader
• Outstanding problem-solving, critical thinking, communication and leadership skills.
• Ability to maintain collaborative relationships both internally and externally.
• Exceptional customer focus and a strong commitment to delivering high-quality service.
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities.

We primarily operate in a remote work environment; however, we appreciate a flexible approach with regards to travel to Metro Manila if required on occasion. Any changes to our remote work arrangement will be communicated with ample notice.

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.

Our high-quality, acclaimed brands include Chumba Casino, Global Poker and LuckyLand Slots, which are enjoyed by millions of players in North America.

Our games are based on a freemium model, meaning they are available to play at no cost, but include optional in-game purchases to enhance gameplay. We also offer sweepstakes promotions where players can collect free entries for the chance to win real-world prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we're more than just a team. We're a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what's right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that's why we're all about flexibility so you can strike a healthy balance between your personal life and career. We're also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.

But it's not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It's our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we'll achieve remarkable things.

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

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