Key Responsibilities

• Develop and implement daily schedules, shift plans, and manpower allocation for the customer service team to ensure operational continuity and service efficiency.
• Monitor key customer service performance indicators (such as response time, customer satisfaction, and resolution rate), promptly identify issues, and implement optimization measures.
• Drive the implementation of management strategies at the team level to ensure the achievement of business objectives.
• Monitor team members’ performance, engagement, and execution behavior, and provide regular reports to management for decision-making purposes.
• Establish and maintain standard operating procedures (SOPs) and training systems to enhance team professionalism and ensure consistency in execution.
• Conduct onboarding training to ensure new employees quickly master gaming platform workflows, member tagging logic, deposit/withdrawal processes, and risk control policies.
• Optimize customer service scripts and knowledge base content to enhance the collaboration between AI chatbots and live agents, improving issue resolution efficiency and user experience.
• Handle escalations involving VIP users, high-value players, and major complaints, coordinating with backend, risk control, and operations teams to drive issue closure.
• Collect and analyze customer service operational data (such as inquiry types, traffic trends, and issue distribution) and generate regular reports to support platform strategy optimization.

Qualifications

• Both Mandarin and English as working language
• Minimum of 2 year of customer service experience in online gaming or a related entertainment platform (required).
• Strong team coordination and leadership skills, with the ability to develop shift schedules and manage emergency staffing adjustments.
• Proficient in core gaming operational processes such as deposits, withdrawals, bonus issuance, and betting anomaly handling, with the ability to guide team members in proper execution.
• Highly responsible and resilient, capable of maintaining clear judgment and consistent performance in a fast-paced, high-demand environment.

Preferred Qualifications

• Experience using Zoho customer service systems (such as Zoho Desk, Zoho CRM, or Zoho SalesIQ).
• Filipino-Chinese (Fil-Chi) background preferred, providing advantages in cross-cultural communication and team management.
• Prior experience as a customer service team leader, supervisor, trainer, or quality assurance (QA) personnel is a strong advantage.
• Knowledge of VIP player lifecycle management, customer segmentation strategies, or high-value player servicing models is preferred.