Job Description

VGW is a fast-growing technology company and creator of market-leading online social games. With offices across Australia, San Francisco, Toronto, Malta and the Philippines we are on a mission to be the biggest gaming company in the world! Due to major growth we are expanding our Customer Support Team in Manila and currently looking for an Customer Support Shift Supervisor for LuckyLand Slots (LLS) to join the team. The Customer Support Shift Supervisor for LuckyLand Slots (LLS) is the 2nd tier support and the primary escalation point of your 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:

• Ensures excellent service standards
• Provides accurate, valid and complete information.
• Manages workload delegation within the shift including attendance monitoring
• Handles escalated tickets
• Maintain high customer satisfaction
• Responds efficiently to customer inquiries
• Produces end of shift and/or VOC reports
• Attends meetings and conducts start of shift huddles
• 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 CS Experience
• 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 LLS concerns

About VGW VGW has been disrupting the online gaming world since 2010 and we're only getting started. We've assembled an incredibly talented global team who bring their passion, energy and expertise to build games that people love. At VGW, we have a modern approach to getting work done and a focus on creating an environment where amazing people can do amazing work. That means giving you the flexibility you need, providing spaces that will keep you comfortable and finding opportunities for you to keep learning and growing. Find out more at www.vgw.co If you want to join a team that does things differently apply today and we look forward to seeing what you can bring to our team.
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