Customer Service 客服

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Newshare Sdn Bhd Full time 30,000 - 60,000 per year

主要职责:

  1. 通过聊天、电子邮件、专业地响应用户的咨询。
  2. 调查并解决、漏洞或账户管理相关的问题。
  3. 在必要时,将复杂案例升级至高级支持团队。
  4. 记录并整理客户反馈,以改进游戏性能和用户体验。
  5. 提供友好且富有同理心的沟通,与玩家保持积极的关系。
  6. 管理论坛和社交媒体渠道,确保安全和愉快的互动环境。
  7. 更新客户账户信息,并在CRM(客户关系管理)系统中记录支持互动情况。
  8. 监控并达到各项绩效指标,例如响应时间、解决时间和客户满意度评分。

资格要求:

  1. 高中或以上学历(高等教育优先)。
  2. 有客户服务经验者优先。
  3. 对游戏充满热情,了解主流游戏平台。
  4. 具备优秀的中英文书面与口头沟通能力,熟悉福建话/闽南语者优先。
  5. 熟练使用繁体中文输入法并具备良好的理解能力者优先考虑
  6. 以客户为中心的思维方式,具备出色的问题解决能力。
  7. 能够在快节奏的环境中工作,并有效处理多项任务。
  8. 能接受轮班制

Key Responsibilities:

  1. Respond to player inquiries via chat, email in a timely and professional manner.
  2. Investigate and resolve issues related to app, bugs, and account management.
  3. Escalate complex cases to higher-level support teams when necessary.
  4. Record and document customer feedback to help improve game performance and user experience.
  5. Provide friendly and empathetic communication to maintain a positive rapport with players.
  6. Moderate forums and social media channels to ensure a safe and enjoyable environment.
  7. Update customer accounts and document support interactions in the customer relationship management (CRM) system.
  8. Monitor and meet performance metrics such as response time, resolution time, and customer satisfaction scores.

Qualifications:

  1. High school diploma or above.
  2. Experience in customer service is a plus.
  3. Strong passion for gaming with knowledge of popular platforms.
  4. Excellent verbal and written communication skills.
  5. Mandarin / English required. Multilingual skills are a strong advantage. (We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients)
  6. Proficiency in Hokkien (Fujian/Minnan dialect) is a plus.
  7. Preference will be given to candidates with good typing skills and comprehension in Traditional Chinese.
  8. Customer-centric mindset with problem-solving skills.
  9. Ability to work in a fast-paced environment and handle multiple tasks.
  10. Able to works on shifts

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