Mandarin Speaking CS

Head of Customer Service & Telemarketing Center (iGaming)

Work Arrangement: Full-time, onsite (BGC, Taguig City)

Language Requirement: Fluent in both Chinese and English

Expected Start Date: Nov 2025

The Head of Customer Service & Telemarketing Center is responsible for the overall strategy, team building, and operational management of a dual-function organization encompassing both customer service and telesales. This role will lead and scale a cross-functional team of over 100 members, driving user satisfaction, deposit conversion, and retention through customer response, sales conversion, and client follow-up initiatives.

The position will collaborate closely with marketing and operations teams to create an efficient closed-loop growth system and will be directly accountable for key service KPIs such as FRT (First Response Time) and HRT (Handling Resolution Time).

1. Develop and implement the overall strategy for the Customer Service & Telemarketing Center, covering customer service, telesales, quality assurance, training, and risk control.
2. Optimize workflows and operational standards for both customer service and telesales to continuously improve key metrics including FRT, HRT, and conversion rate.
3. Collaborate with marketing and operations to execute user re-engagement, cross-selling, and retention campaigns.
4. Define, monitor, and drive achievement of core team KPIs, including response time, conversion rate, retention rate, and customer satisfaction.
5. Establish standardized quality assurance and training systems to elevate service quality and team competency.
6. Guide the risk control team in identifying and managing user-related risks, ensuring compliance and operational safety.
7. Continuously analyze customer needs and pain points to support product optimization and enhance customer experience.

• Industry Background: Overseas Internet Gaming / iGaming / Large-scale BPO / Fintech
• Bachelor's degree or above in Marketing, Business Administration, Operations Management, or related field.
• Minimum 6 years of experience in customer service or sales management, with at least 3 years in a department head role leading cross-functional teams of 50+ staff.
• Strong understanding of Southeast Asian markets, particularly Philippine consumer behavior and service culture.
• Proven track record of improving FRT and HRT performance, supported by measurable results.
• Demonstrated success in sales conversion, customer retention, and VIP client management.
• Exceptional cross-departmental collaboration and leadership skills to drive alignment across marketing, operations, and product teams toward business growth.