iGaming Customer Service Team Lead: SOPs, Insights, Growth

Beyond Horizon; Taguig; On-site; PHP 558,000 - 892,800; Full time

Job summary

A dynamic customer service organization in Metro Manila is seeking a Customer Service Manager to develop and oversee staffing schedules, monitor performance, and handle escalations in a fast-paced environment. The ideal candidate will have experience building customer service teams, be proficient in resolving complex customer issues, and ensure high-quality service delivery. You will champion operational improvements and manage team performance metrics. This role offers an opportunity to significantly impact the customer service landscape of the organization.

Qualifications

• Experience in building and managing a customer service team from scratch.
• Ability to independently resolve complex customer issues effectively.
• Proficient in monitoring service quality and conducting evaluations.

Responsibilities

• Develop staffing schedules and ensure operational efficiency.
• Monitor key performance indicators and implement improvements.
• Handle escalations and ensure timely resolution of major complaints.

Skills

Team management

Performance monitoring

Crisis handling

Scheduling

Data analysis

Training and development

Problem resolution

Job description

A dynamic customer service organization in Metro Manila is seeking a Customer Service Manager to develop and oversee staffing schedules, monitor performance, and handle escalations in a fast-paced environment. The ideal candidate will have experience building customer service teams, be proficient in resolving complex customer issues, and ensure high-quality service delivery. You will champion operational improvements and manage team performance metrics. This role offers an opportunity to significantly impact the customer service landscape of the organization.