CS Shift Supervisor

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. 

Our Customer Service Operations team in Manila is currently looking for a CS Shift Supervisor to join the team.

The CS Shift Supervisor is the 2nd tier support and the primary escalation point of the shift members. You are a subject matter expert within the department and therefore are expected to be a collaborator of information, knowledge, and guidance to your shift. You are expected to ensure all team members are on task, and that customer support is operating smoothly.

Key responsibilities will include:

• Resolve customer inquiries, concerns, complaints and escalations promptly and effectively providing accurate and detailed information to customers, helping them make informed decisions. 
• Assist the distribution of tasks, monitors attendance and facilitates shift huddles; produces end of shift and/or VOC reports.
• Consistently achieve high customer satisfaction ratings and low customer effort scores based on feedback surveys and reviews.
• Exhibit a deep understanding of the company's products/services to help customers make sound decisions and collaborate with relevant departments to resolve complex customer problems efficiently. 
• Share knowledge and best practices to improve overall customer experience; stay updated on new processes, technologies, and tools to enhance service delivery.
• Maintain accurate and detailed records of customer interactions and issue resolutions.
• Perform other deliverables and outcomes as directed by the COMPANY from time to time.

What you will bring to the role:

• Tier 2 or higher email support customer service experience experience.
• Must have at least 3 years of working experience as a Shift Supervisor.  
• Knowledgeable of all the goings-on and internal affairs within your shift.
• A strong team player and will work with your fellow shift leads, along with other members of management to keep all work compliant with all relevant laws and regulations. 
• An effective coach and mentor, not only of the business processes and requirements but of the company values and culture.
• Preferably with a vast knowledge and excellent hands-on experience with concerns. 
• Proactive and good at decision making and problem solving. 

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

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