Overview
Customer Service Representative – Hybrid (iGaming) Jobs in Metro Manila at KMC Solutions
Title: Customer Service Representative – Hybrid (iGaming)
Company: KMC Solutions
Location: Metro Manila
Role Overview
The Customer Service Agent serves as a key point of contact for customers, providing support primarily through chat and email. This role is focused on delivering timely, empathetic, and accurate assistance to ensure a positive customer experience. The representative is responsible for resolving inquiries, addressing concerns, and offering information about products and services, all while maintaining high standards of responsiveness and professionalism.
The primary objective of this role is to enhance customer satisfaction and loyalty by delivering high-quality support. The representative plays a vital role in ensuring customer needs are met efficiently and effectively, contributing to the overall success of the team.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via chat and email.
- Resolve customer account concerns and issues, including settlement disputes and promotional errors by escalating these concerns to our onshore partners.
- Manage higher volumes of inquiries during peak hours and adapt to shifting priorities.
- Independently resolve common issues and escalate complex or unresolved concerns to supervisors via SLACK or other designated channels.
- Offer gesture of goodwill when a player has experienced an inconvenience, disruption, or dissatisfaction with our service.
- Support promotional initiatives and cross-sell opportunities to enhance customer engagement.
- Maintain detailed and accurate records of customer interactions and transactions.
- Ensure compliance with data privacy regulations and company protocols.
- Collaborate with team members and supervisors to ensure seamless support delivery.
- Participate in regular training sessions to continuously improve service skills.
Required Skills & Qualifications
- Strong problem-solving and communication skills.
- Ability to prioritize tasks based on urgency and significance.
- Proficiency in CRM tools and Microsoft Office Suite (Excel, PowerPoint, Word).
- Familiarity with customer service best practices and multicultural team environments.
- Commitment to diversity, equity, and inclusion in service delivery.
- Training received includes onboarding on tools, systems, and customer service protocols.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT): Measured through feedback and retention.
- Response Time: Adherence to average response time targets.
- Resolution Rate: Efficiency in resolving customer issues.
- Quality Audits: Regular checks to ensure accuracy and compliance.
- Productivity: Completion of tasks and handling of multiple inquiries.
- Compliance: Adherence to internal controls and documentation standards.
