Mandarin Customer Service Supervisor

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

Preferred Qualifications