CHARACTER STRATEGIES - Captain Phasma, Kylo Ren and First Order Officer

I have him at 5* VII gear he's squishy but when his multi strike lands he wil kill a toon on his own, I left him in my squad for arena and I lost 100 places, for offence he's amazing but defence he sucks badly. Also I've noticed with phasma leader skill when pilot gets bonus hit he does absolutely nothing but it says bonus and doesn't strike, Iam not sure if this is a known bug or just me.