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Complaints Officer


VGW is a fast-growing technology company and creator of market-leading online social games. With offices across Australia, San Francisco, Toronto, Malta and the Philippines we are on a mission to be the biggest gaming company in the world!

Due to major growth, we are expanding our Customer Service Team in Manila and currently looking for a Complaints Officer to join the team. 

The Complaints Officer is responsible on ensuring the company complies with its outside regulatory requirements and internal policies and to coordinate with key stakeholders to ensure business critical and end user critical metrics are considered.

Key responsibilities will include:

  • Manage the resolution of customer complaints.
  • Responsible for investigation, resolution and reporting of all customer related complaints.
  • Manage customer inquiries in a quick and timely manner.
  • Ensure all VGW policies and procedures relating to customer complaints are followed.
  • Handle and resolve all exco escalated complaints.
  • Coordinate with key stakeholders to ensure compliance critical, business critical and end user critical metrics are handled and/ or escalated based on complaints procedure.
  • Investigate MGA, ADR BBB complaints and high-risk tickets and escalate as per the process in complaints procedures.
  • To provide complaint trends and communicate lessons learnt to relevant managers so service levels can be improved.
  • such other deliverables and outcomes as directed by the COMPANY from time to time.

What you will bring to the role:

  • The successful candidate is expected to be a seasoned subject expert of CS Operations, and therefore will be knowledgeable of the ins-and-outs of the business and the company. This person can take complete ownership of escalations and where necessary, be able to liaise with confidence with relevant stakeholders in order to reach a sound resolution.
  • The successful candidate is highly professional and articulate, with the ability to explain the importance of given tasks, and be able to effectively communicate, even persuade others into their way of thinking.
  • As the role deals with different kinds of complaints with varying degrees of urgency and risk levels, it is imperative for the candidate to maintain level-headedness under pressure, and manage to make sound organizing, planning and prioritization decisions.
  • Proven ability to maintain professional relationships internally and externally
  • Excellent communication skills both verbal and written
  • Has the ability to work well and collaborate with others
  • An eye for detail and desire to ensure that everything possible is done to reach the highest of standards
  • The successful candidate will preferably have a strong Customer Service background, with working knowledge of KYC and other compliance regulatory concepts, payments processing and fraud investigation and prevention measures


About VGW

VGW has been disrupting the online gaming world since 2010 and we're only getting started. We've assembled an incredibly talented global team who bring their passion, energy and expertise to build games that people love. 

At VGW, we have a modern approach to getting work done and a focus on creating an environment where amazing people can do amazing work. That means giving you the flexibility you need, providing spaces that will keep you comfortable and finding opportunities for you to keep learning and growing.

Find out more at

If you want to join a team that does things differently apply today and we look forward to seeing what you can bring to our team.

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Location: Manila, PHL
Date found: 2022-11-14

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