Customer Service Representative - Non Voice

PlayTime Entertainment; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Playmate in Manila is seeking a Senior Customer Service Representative to ensure exceptional customer satisfaction through effective communication, problem-solving, and leadership. You will mentor junior teammates while handling complex inquiries and guiding the team to maintain a positive customer experience.

The role requires extensive service experience, product knowledge, and the ability to address issues promptly, collaborating with other departments to drive process improvements and

Qualifications

• Bachelor's degree in business administration or related field preferred.
• Proven experience in customer service, with online gaming exposure a plus.
• Excellent communication and interpersonal skills.

Responsibilities

• Handle escalated customer inquiries and complaints with empathy and professionalism.
• Serve as primary contact for high-value or complex accounts.
• Provide prompt, effective responses to customer concerns and feedback.
• Analyze and resolve complex issues, coordinating with other departments as needed.
• Develop strategies to prevent recurring issues and improve satisfaction.

Skills

Excellent communication

Problem solving

Multitasking

Interpersonal skills

Mentoring/leadership

Education

Bachelor's degree in business administration

Tools

CRM software

Job description

We are a specialized software development company in electronic gaming and sports betting, Playmate brings together a team of dedicated professionals with a profound understanding of the industry. Our experts combine their technical prowess with an in-depth knowledge of gaming and betting trends, ensuring that our software solutions are tailor-made to meet the dynamic needs of your business.

We are now looking for a Customer Service Representative whowill play a crucial role in ensuring exceptional customer satisfaction through effective communication, problem-solving, and leadership.

This position requires extensive experience in customer service, a deep understanding of the products or services offered, and the ability to mentor and guide junior team members. The Senior Customer Service Representative is responsible for handling complex customer inquiries, resolving escalated issues, and maintaining a positive customer experience.

RESPONSIBILITIES

Customer Interaction:

Handle escalated customer inquiries and complaints, demonstrating empathy, patience, and professionalism.

Act as the primary point of contact for high-value or complex customer accounts.

Provide exceptional service by addressing customer concerns, inquiries, and feedback promptly and effectively.

Problem Resolution:

Analyze and resolve complex customer issues, collaborating with other departments if necessary.

Identify patterns in customer concerns and proactively address underlying problems.

Develop and implement strategies to prevent recurring issues and improve overall customer satisfaction.

Communicate regularly with team members to ensure a cohesive and supportive work environment.

Process Improvement:

Contribute to the development and improvement of customer service processes and procedures.

Provide insights and recommendations for enhancing the overall customer experience.

Stay informed about industry best practices and incorporate them into daily operations.

JOB REQUIREMENTS

• Bachelor's degree in business administration or a related field preferred.
• Proven experience in a customer service role, exposure with online gaming industry a definite plus.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and the capacity to handle challenging situations.
• Proficiency in using customer service software and tools.
• Ability to multitask and prioritize workload effectively.
• Adept in troubleshooting skills, and efficient in tools navigation.
• Good to have previous experience in processing withdrawals, redemption and KYC processing
• Familiarity with the products or services offered by the company.