Head of Customer Service and Marketing Centre

1 week ago

Fort Bonifacio, National Capital Region, Philippines Uptitude Training Corporation Full time

About the role:

Fully responsible for the strategic planning, team building, and operational management of the Customer Service & Marketing Center (dual functions: customer service + telemarketing). Lead and expand a cross-functional team of 100+ members to enhance user satisfaction, deposit conversion, and retention through customer support, sales conversion, and client follow-ups. Collaborate efficiently with marketing and operations teams to form a closed-loop workflow. Accountable for key service metrics such as FRT (First Response Time) and HRT (Handling Resolution Time).

Industry Background: Overseas internet gaming / real-money gaming (iGaming) / large- scale BPO / overseas financial Fintech

Role and Responsibilities:

  • ⁠Develop and implement overall strategies for the Customer Service & Marketing Center, covering customer service, telemarketing, quality assurance training, risk control, and audit modules.
  • Optimize workflows for customer service and telemarketing to ensure continuous improvement in key metrics such as FRT, HRT, and sales conversion rates.
  • Coordinate with marketing and operations teams to execute user follow-ups, re- engagement campaigns, cross-selling, and other conversion activities.
  • Set and monitor team KPIs, including response time, conversion rate, retention rate, customer satisfaction, and other core indicators.
  • Establish standardized quality inspection and training systems to enhance team service levels and business capabilities.
  • Guide the risk control team in identifying and addressing risky user behaviors to ensure compliant operations.
  • ⁠Continuously explore user needs and pain points to drive product optimization and improve customer experience.
  • Requirements:
  • Bachelor's degree or higher, preferably in Marketing, Business Administration, Operations Management, or related fields.
  • ⁠8+ years of experience in customer service/sales management, including 3+ years in a departmental leadership role managing cross-functional teams of 50+ people.
  • Familiarity with local customer habits and service culture in Southeast Asia (especially the Philippines). Background in internet, gaming, finance, or iGaming industries is preferred.
  • ⁠Proven track record of optimising FRT and HRT, with data to demonstrate performance results.
  • ⁠Successful cases of sales conversion, customer retention, and VIP client management.
  • ⁠Excellent cross-department collaboration skills, with the ability to drive multiple teams (marketing, operations, product, etc.) to achieve growth goals.
  • Native-level Chinese, basic working English proficiency

Job Type: Full-time

Benefits:

  • Paid training
  • Pay raise

Work Location: In person

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