Customer Service Representative

Game Customer Service Representative

Company Name: Orion Spark Ventures Ltd

This customer service position is in the form of an IC contract.

Job responsibilits:

1、Respond promptly and professionally to players' inquiries and provide accurate information regarding game features, gameplay, and technical issues.

2、Assist players in troubleshooting and resolving game-related problems, including gameplay difficulties, account issues, and payment inquiries.

3、Provide guidance and support to players on game rules, strategies, and promotions.

4、Document and track player interactions and issues using our designated customer support tool.

5、Collaborate with other teams, including the development and quality assurance teams, to escalate and resolve complex player issues.

6、Proactively monitor player feedback and identify trends or recurring issues to inform product improvements and updates.

7、Maintain a high level of product knowledge and stay up-to-date with game updates, new features, and promotions.

8、Contribute to developing and improving customer support processes and resources.

Requirements:

1、Previous experience in a customer service role, preferably in the gaming industry.

2、Excellent writing and verbal communication skills in English.

3、Strong problem-solving skills and the ability to think critically in a fast-paced environment.

4、Empathy and patience when dealing with player concerns or frustrations.

5、Basic technical knowledge and proficiency in using customer support tools and software.

6、Ability to work independently and collaboratively as part of a team.

7、Flexibility to work shifts, including weekends and holidays, is required as a night shift agent of 24/7 support.

8、Passion for gaming and an understanding of online gaming culture and trends.

Customers Service Team Lead

Purpose

You are the top tier support and the primary escalation point of your shift members. You are a subject matter expert within the department and therefore are expected to be a collaborator of information, knowledge, and guidance to your team. You are expected to ensure all team members are on task, and that customer support is operating smoothly. You are also expected to provide guidance through coaching, mentoring, developing and supporting your team members.

Responsibilities:

• Monitor and maintain a prompt rate of high quality responses to customers
• Collaborate with other teams and departments to achieve success and improvements
• Maintain a high level of CSAT quality and team member productivity
• Train, coach and mentor all team members
• Assisting in the operations of your team through completion of reports, handling escalations and management of staff rosters

Qualifications, skills & experience:

• Have at least 2-3 years experience managing a team
• Excellent communication and interpersonal skills
• Be able to work and lead a team remotely and adjust to workplace challenges
• Ability to multitask, prioritize and manage time effectively
• Familiarity with CRM systems and practices, desirable
• Ability to work under pressure
• Ability to develop people through coaching to improve performance
• The ability to quickly learn and grasp understanding of various CRM's, back office systems and processes
• The ability to know great from good, reward the great and work to improve the good.

Deliverables and Outcomes

• Ensures excellent service standards
• Provides accurate, valid and complete information.
• Manages workload delegation within the shift including attendance monitoring
• Handles escalated tickets
• Maintain high customer satisfaction
• Responds efficiently to customer inquiries
• Produces end of shift and/or VOC reports
• Attends meetings and conducts start of shift huddles
• Other deliverables and outcomes as directed by the COMPANY from time to time.

Interview process:

Initial screening of resumes (HR) - Business screening (Hugh) - Written test (Hugh) - First interview (Hugh)