Responsibilities:

1. Team Management

• Responsible for scheduling, attendance, and performance management of the customer service team (5–20 members daily)

• Monitor customer service KPIs: response time, resolution rate, satisfaction rate, conversion rate, etc.

2. Customer Service Quality Control

• Oversee online customer service channels (Telegram / WhatsApp / Livechat, etc.)

• Conduct random checks of chat logs, correct non-compliant scripts, and improve service quality

• Handle escalated complaints, complex or emotional customers

3. Training and Optimization

• Provide onboarding training for new customer service staff (platform rules, scripts, risk control awareness)

• Optimize customer service SOPs, FAQs, and script templates

• Conduct regular reviews to reduce complaint and churn rates

4. Cross-Department Collaboration

• Coordinate with operations, risk control, and finance on deposit, withdrawal, and account suspension issues

• Assist in handling high-stakes players and VIP customer issues

Requirements:

1. Experience

• 1–3 years of customer service experience in gaming/entertainment platforms

• At least six months of experience as a customer service team leader or senior customer service representative

• Familiarity with gambling processes: registration, deposit, withdrawal, risk control, promotions

2. Language Skills

• Fluent in Chinese (required)

• English / Vietnamese / Thai / Indonesian / Malay (any is a plus)

3. Skills and Abilities

• Emotionally stable, strong under pressure, capable of handling abusive, complaining, or defaulting customers

• Data-driven mindset with an understanding of customer service KPIs

• Strong execution skills, able to manage teams and speak up

4. Compliance & Risk Control Awareness

• Clear on prohibited language (compensation promises, inducements, illicit rebates, etc.)

• Understanding of common money laundering, arbitrage, and bonus abuse schemes