Coordenador De Marketing ofertas em Indonésia

We are looking for an experienced Customer Service Manager to oversee our customer support team within the online gambling industry. This role involves leading a team of customer service representatives to ensure an outstanding player experience, quick resolution of queries, and adherence to compliance and responsible gaming policies. The ideal candidate will have a strong background in customer service management within the iGaming sector, with excellent leadership and problem‑solving skills.

• Manage and mentor a team of customer service representatives to provide high‑quality support to players via live chat, email, and phone.
• Implement strategies to enhance player satisfaction, engagement, and loyalty.
• Ensure that all customer interactions align with gambling regulations, responsible gaming policies, and AML (Anti‑Money Laundering) laws.
• Track and analyze customer service metrics, including response times, resolution rates, and customer feedback.
• Provide ongoing training to customer service staff on new policies, procedures, and player engagement techniques.
• Handle high‑level complaints and disputes, ensuring effective conflict resolution and customer retention.
• Continuously review and optimize customer service workflows to improve efficiency and service quality.
• Work closely with marketing, fraud prevention, and product teams to enhance the overall player experience.

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 5+ years of experience in customer service management, preferably within the online gambling or iGaming industry.
• Strong knowledge of gambling regulations, responsible gaming, and compliance requirements.
• Experience working with CRM systems, live chat software, and ticketing systems.
• Excellent communication, leadership, and problem‑solving skills.
• Ability to work in a fast‑paced, high‑pressure environment.
• Strong analytical skills to assess customer service metrics and trends.
• Fluent in both Portuguese and English (spoken and written).

• Knowledge of online gaming platforms and industry trends.
• Experience in handling VIP and high‑value customers.
• Familiarity with dispute resolution and chargeback processes.
• Certification in customer service management or leadership training is a plus.

• Competitive salary and performance‑based incentives.
• Opportunity to work in a dynamic and rapidly growing industry.
• Career growth and professional development opportunities.
• A collaborative and innovative work environment.

If you are a customer service professional passionate about delivering exceptional player experiences, we’d love to hear from you!