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
- Division
- BUSINESS SUPPORT SOLUTIONS
- Locations
- Malaysia
- Employment type
- Full-time
- Job Category
- Non-Tech Job
About BUSINESS SUPPORT SOLUTIONS
As a strategic operations and back-office support hub, Business Support Solutions empowers organizations to operate with efficiency, clarity, and confidence. We deliver integrated services across Human Resources, Finance, and Strategic Governance, helping businesses streamline operations while maintaining full compliance and operational control.
Our HR Services combine modern HRIS technology with practical expertise to simplify recruitment, payroll administration, employee management, and performance tracking. By optimizing workforce processes and enhancing employee engagement, we enable organizations to attract, retain, and develop high-performing teams that scale sustainably.
Through our Finance Services, we provide accurate financial reporting, bookkeeping, auditing, and tax compliance supported by advanced financial tools and automation. From cash flow monitoring to cost optimization and forecasting, our finance solutions ensure transparency, stability, and data-driven decision-making across every stage of business growth.
In an increasingly complex regulatory environment, our Strategic Governance Services deliver expert advisory and operational support in governance, risk management, compliance, contract management, and cybersecurity. Our technology-driven approach strengthens organizational integrity while safeguarding business continuity and data protection.
Every solution we implement is designed to reduce operational complexity, improve accountability, and enable leadership teams to focus on innovation, expansion, and long-term success.
Business Support Solutions exists to transform back-office operations into strategic enablers of growth, creating smarter, more agile, and future-ready organizations.