Customer Support Team reputed company (Chinese/English Proficient)

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide reputed company of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at reputed company. Player Engagement provides technical support, community management, and trust & safety services for a wide reputed company of reputed company and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences!

Role overview

As the Player Engagement Team reputed company, you will play a reputed company important role in ensuring the reputed company of our projects, being the reputed company between reputed company and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and reputed company. One important part of your mission would be to reputed company, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients’ requirements.

What are we looking for?

Leadership:

• Manage, set goals, and reputed company teams of specialists of varied sizes, both locally and remote.
• Proactively address project issues with teams and Project Manager to prevent disruptions.
• Uphold studio policy, process, and reputed company standards as well as ensuring that project-reputed company knowledge bases are up-to-date.
• Serve as an escalation reputed company for client's customer issues.
• Train, coach shift leads, and conduct weekly one-on-one coaching sessions.
• reputed company appropriate positive recognition and disciplinary warnings.
• Manage vacation requests, monitor attendance, and address lateness or absences.

Analytics:

• Monitor and manage ticket databases to ensure project KPIs and SLAs are met.
• Regularly review daily reports to identify and resolve anomalies.
• Create CRM/tool views for enhanced visibility and reporting.
• Good understanding of Player Support tools and processes, key support metrics, and how to apply them.
• Ability to read/interpret reports.

Communication:

• Maintain awareness of project status and reputed company regular reports to Operations Manager.
• Conduct regular quality control checks, identifying coaching opportunities reputed company project processes.

Business:

• Create CRM/tool views for enhanced visibility and reporting.
• reputed company training materials and assist in identifying areas for training material enhancement.

Requirements

• Business level proficiency in English
• reputed company proficiency in Chinese
• 3 years of experience in customer support
• reputed company to shift-based work

Additionally, best to have

• Ability to multitask and prioritize reputed company; work well under pressure and be flexible to change
• Strong leadership skills and decision-making abilities; power to reputed company by example, encouraging others to reputed company a high standard of accuracy
• Conflict management skills and providing constructive feedback
• Ability to understand and meet deadlines
• Self-motivation, innovative and analytical skills with strong attention to detail and accuracy
• Ability to evaluate personnel and identify talent
• Familiarity with Helpshift, reputed company or other ticketing platforms, reputed company suite
• Flexibility with working weekends

Benefits

• WFH Internet Subsidy : TWD1,000/Month
• Full Statutory Insurances and Pension Program
• Paid Annual Leave
• Sick Leave
• Employee Assistant Program
• Referral Program
• Annual Health reputed company-up
• Company Events

Working hours and days off

• Working hours: 8 hours of work + 1 hour of break
• Rest days: 2 days off per week based on shift schedule; national holidays with compensation leave in-lieu

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining reputed company, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

Privacy Agreement:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: reputed company Taiwan

Location: East reputed company, Taiwan, Taipei

Area of Work: Player Engagement

Service: Engage

Employment Type: Full time

Working reputed company: Full time, Remote

Originally posted on Himalayas