Customer Service Supervisor
Beyond Horizon Group Inc (BHG)
Working setup: Full-time, oniste—Based IN BGC, Taguig
We are looking for a Mandarin Speaking Customer Service Supervisor, perfer iGaming, Internet industry, BPO experience
- 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
- Minimum of 1 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.
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