Tencent Games Global Publishing Center Tech Team is the international unit of Tencent Games, a leading global platform for game development, publishing and operation. Aiming to improve our games and transform the gaming industry, our mission is to solve the toughest challenges in gaming with technology.
With offices in Singapore and around the world, our growth strategy is to build upon attracting the best talent and creating an amazing work atmosphere that balances the energy of a start-up with the resources of a global innovation leader. As the world’s leading technology company, we maintain an entrepreneurial spirit and an open mindset.
If you are passionate about the gaming industry and eager to do groundbreaking work in a friendly, cross-cultural environment, we can provide unparalleled stability, resources, access to more than a billion players, and an international perspective.
If you like us are ambitious and self-driven, we invite you to explore Tencent Games Global Publishing Center Tech Team and take challenges that will create new adventures for billions of players.
Responsibilities:
- Communicate with the Development team.
- Set up CRM tools based on actual customer service requirements and players' feedback
- Manage and improve in-game customer service contact point
- Build a training system and knowledge base, to enhance customer service agents' performance, and synchronize information with players
- select,engage and manage overseas customer service vendors, or replenish full-time manpower based on actual needs
- Monitor the delivery quality of customer service agents
- Understand and collect players' needs, and demonstrate issue by quantifying it.
- motivate the optimization process of development, operations and other teams.
- Build an effective data analysis model to optimize the customer service and feedback process
Requirements:
- Strong communication skills and motivation
- 3 years or above customer service management related experience
- Customer service GM tool planning experience
- Experience in overseas customer service provider management preferred
- Insightful and understands users' needs
- With knowledge and personal experience in gaming
- Bachelor degree or above
- Proficient English language skills to communicate directly with service provider and business partners.
