Duties include:
1. Keep close communication with the game project team (planning, operation, development), timely obtain first-hand information such as game version updates, activity launches, BUG fixes, etc., and transform them into a language and process that customer service teams are easy to understand and execute, ensuring information accuracy and timeliness.
2. Collect, organize and feed back the difficult problems and high-frequency problems encountered by the customer service team in their daily work, and push the project team to optimize product experience from the source.
3. Responsible for building, writing, maintaining and continuous optimization of the game customer service knowledge base (such as player common questions FAQ, game manual, processing flow).
4. For new features, new activities and complex problems, develop detailed and standard customer service processing procedures (SOP), and push them for implementation.
5. Create training materials (PPT, documents, videos, etc.), plan and implement new employee onboarding training to help them quickly familiarize themselves with game products and customer service standards; regularly organize specialized training for all customer service personnel (such as new version content, new activity rules, complaint handling skills, etc.), and evaluate the training effect, and constantly iterate the training system.
6. Establish and implement a customer service quality monitoring system, conduct regular quality inspections through random sampling of chat records and work order responses, and output quality inspection reports. Analyze the common problems and weak links of the customer service team and provide personalized coaching and improvement suggestions.
7. In the event of a major operational event or sudden failure, we can quickly respond, write emergency scripts and guide the customer service team to execute them.
8. Complete other related tasks assigned by the superior;
Job Requirements
1. Bachelor's degree or above, with at least 2 years of game customer service-related work experience.
2. Have excellent English listening, speaking, reading and writing skills, be able to read, understand and write related English documents, and conduct fluent English communication.
2. Deep gamers who have a deep understanding and passion for at least one type of game, and who can quickly learn and master the company's game products.
3. Excellent communication and coordination skills and cross-departmental collaboration ability, able to clearly and accurately carry out bi-directional information transmission.
4. Excellent writing skills, able to write clear and concise business documents, SOPs and training materials using proper language.
5. Have good logical thinking, problem analysis and problem solving abilities.
6. Proactive, with strong sense of responsibility and stress resistance.
7. Candidates with customer service training, quality control or knowledge base management experience are preferred; those with experience in building or optimizing customer service training and quality control systems are preferred.
