Head of Customer Service Job - iGaming - Kuala Lumpur, Malaysia

Location: Kuala Lumpur

About the Hiring Company: We are an iGaming company (B2B/B2C) and looking for a Head of Customer Service for our team in Malaysia. We are an aggregator who also build their own software and games, along with this we also provide marketing services, BPO services, and programming services based on our client's requirements

Job Description:

  • Supervising daily operations of the Customer Service department.
  • Recruit, interview, mentor and develop customer support executives and nurture an environment where they can excel through encouragement and empowerment.
  • Develop and implement methods to record, assess and analyze customer feedback.
  • Develop training plans, training sessions and provide performance appraisals to the team.
  • Improve service level by enhancing service procedures, policies and standards.
  • Apply best practices to areas of improvement.
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Stay informed on the latest industry techniques and methods.
  • Establishes performance metrics for customer service representatives.
  • Establishes service levels and requirements for the department.
  • Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve the department.

The Successful Candidate:

  • 7+ years of experience in Customer Service with a few of the years as team leader/supervisor/manager and ready to step up to Head of CS
  • Malaysian passport holder
  • Fluent in Mandarin & English
  • iGaming is a plus but not a must
  • Prefer candidates from iGaming, IT, or eCommerce
  • E-commerce domain knowledge would be an advantage.
  • Ability to read, write and converse fluently in English and Mandarin.


    If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

    SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming and casino experts. SmartRecruitment.com recruits iGaming experts globally.

    Or, know someone who would be a perfect fit? Let them know!


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