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