Customer Service Specialist

Position Overview

This role involves addressing user queries related to account operations through various online platforms such as live chat, social media, and email. The goal is to respond promptly to customer complaints and unusual feedback to enhance satisfaction and retention levels.

Key Duties

• Respond to user inquiries regarding account management using online chat tools including live chat, social media, and email.
• Handle customer complaints and unusual issues swiftly to boost client satisfaction and foster loyalty.
• Maintain thorough knowledge of the gaming and internet industries to provide accurate and professional support.
• Collaborate with departments like operations, risk control, and technical teams to gather user feedback and facilitate problem improvements.
• Compile regular reports summarizing customer issues and demands, aiding business optimization and enhancing user experiences.
• Participate in the refinement of customer service processes (SOP) to improve overall service quality and response efficiency.

Requirements

• Associate degree or higher with strong communication abilities and a service-oriented mindset.
• At least 1 year of experience in customer service or proficient English language skills.
• Preference given to candidates with experience in internet-based online customer support.
• Proficiency with customer service systems and office software with the ability to manage multiple tasks simultaneously.
• Strong resilience under pressure and willingness to work in shifts including holidays.
• Detail-oriented, patient, responsible, and possessing excellent teamwork capabilities.