Senior Customer Service Officer
As a strategic operations and business support partner, Business Support Solutions helps organizations simplify complexity and operate with confidence. Through integrated HR, Finance, and Strategic Governance services, we enable businesses to unlock efficiency, maintain compliance, and scale sustainably across global markets.
We don’t just support operations, we transform them into strategic drivers of growth, performance, and long-term success.
If your organization is seeking smarter processes, expert support, and technology-driven solutions, this is where operational excellence begins.
Why We Need You
As a Customer Service Officer you will be responsible for overseeing and supporting our front-line team, ensuring high-quality responses to customer inquiries, fostering a positive and productive work environment, and maintaining adherence to service-level standards. You’ll serve as the first point of escalation, identify improvement areas, and ensure continuous learning and development within the team.
What You’ll Be Doing
Oversee day-to-day operations of the customer service team
Monitor service levels and key performance indicators (CSAT, resolution time, QA, etc.)
Investigate customer complaints and ensure timely and proper resolution
Track and analyze customer feedback, escalating recurring issues to relevant departments
Conduct regular 1:1 coaching, evaluations, and performance reviews
Identify training needs and organize refresher sessions
Plan and manage team schedules and shift rotations
Foster a collaborative environment and resolve team conflicts professionally
Prepare reports on service metrics and team performance
Undertake additional tasks as assigned
What You Bring to the Team
Bachelor's degree in any field
Minimum 3–5 years of experience in a similar role leading customer service team ideally in iGaming industry.
Excellent communication skills in English (spoken and written)
Strong interpersonal and leadership skills with the ability to coach and guide team members
Hands-on experience with customer service tools and systems (e.g., Zendesk, Intercom, Freshdesk)
Computer literacy, particularly with MS Excel, Word, and PowerPoint
Ability to adapt to shifting schedules and changing business needs with minimal notice
Critical thinking and problem-solving abilities
Strong organizational and time-management skills
Why You’ll Love Working with Us
Competitive compensation – We offer a competitive salary package aligned with your experience and contribution
Health insurance – Comprehensive medical coverage to support your well-being and peace of mind
Meal allowance – Monthly food allowance included as part of your benefits package
Professional and career growth opportunities – Continuous learning, development support, and clear opportunities for career advancement within the organization