Senior Customer Service Representative

5 hours ago

Clark Freeport Zone Pampanga Philippines MVP Asia Pacific Inc. Full time ₱900,000 - ₱1,200,000 per year

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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