Customer Support Agent with English and Chinese

2 weeks ago

Manila, National Capital Region, Philippines amberstudio Full time
About usAt Amber,we'realways on the hunt for the most talented individuals in the industry to join our team.We'rededicated to delivering top-notch service to our customers and know that our employees are key to making that happen. We offer attractive compensation packages and plenty of chances to grow with us, andwe'realways on the lookout for ways to do things better. Our team works together towards commongoalsand we value each member's contributions to our mission of continuous improvement and innovation.About the roleAs aPlayerSupport agent, you will be supportingthe players of a Live game, assisting them with queries regarding account settings, gameplay, purchasing, basic troubleshooting, and other miscellaneous game-related question they may have.Of course,we arenot limiting ourselves just to this,as we want to be as close as we can to the communityandlisten and gather their valuablefeedback whenthey reach out to us.First and foremost, one of our core values isCulture, and this is reflected in our daily activities.We value each one of our players andwelike toconsider ourselves as their trusty friends and be there for them whenever they need us.We are devoted to giving our partners incomparable servicesby demonstrating exceptionalquality,understanding cultural differences, and showing empathy, proactiveness, and resourcefulness.The Quest:
  • Provide support and answer inquiries for Live Players.
  • Gather relevant data from the players, understand the root cause, and offer personalized solutions.
  • Constantly keeping yourself updated in terms of game/features/design/procedural changes.
  • Be in tune with the project's productivityand quality targets.
  • Carefully check the backlog and report negative trends as soon as possible.
  • Maintain healthy KPI results on a daily/weekly/monthly basis.
The Skills:
  • High level of fluency in written and spokenChinese.
  • High level of fluency in written and spokenEnglish.
  • Excellent written and verbal communication skills.
  • At least 1 year of working experiencein customer service, player support, or contact center.
  • Hands-on experience with contact center processes, tools, and multilingual support.
  • Innovative and passionate about delivering the best user experiences possible.
  • Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases.
  • Must be experienced and comfortablewithworking in a fast-paced environment and dealing withconstantchange.
  • Video games knowledge.
  • Technical support experience in a customer-focused role is preferred, but notessential.
Tools:
  • Helpshift
  • Zendesk
  • Slack/Zoom
  • MS Office Suite
Nice to have:
  • iOS/Android/Switch/PlayStation/PCexperience.
  • Ability to workin a multicultural environment.
  • Game support knowledge
The Reward
  • A fun and dynamic industry where you can make a difference.Additional Days Off - according to Amber's internal policy.Professional and friendly work environment.An attractive salary package.Awesome and talented colleagues.Support from all your teammates.Access to training and learning programs.

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