Maintain close communication with the game project team (planning, operation, development), promptly grasp the first-hand information of game version updates, activity launches, bug fixes, etc., and transform it into a language and standard operating procedures (SOP) that customer service teams are easy to understand and execute, ensuring information transmission accuracy and timeliness.
Responsible for the planning, construction and continuous maintenance of the game customer service knowledge base, covering common player questions (FAQ), game operation manuals, standard processing procedures, complaint handling guidelines, etc. Core content to ensure that knowledge resources are up-to-date, complete, and easy to use.
Design clear and actionable customer service response processes and scripts for new features, large-scale events, and complex customer complaints, and coordinate and push all customer service personnel to implement them.
Independently produce multimedia training materials (including PPT, operation documents, teaching shorts, etc.), coordinate and plan the onboarding training for new customer service personnel, and help them quickly understand the game mechanism and service rules; at the same time, regularly plan specialized advanced training (such as new version explanation, activity rule clarification, emotional management and complaint handling skills, etc.), and evaluate the effectiveness through testing, questionnaires and practical observation, and continuously optimize the training system.
Establish and implement a customer service quality monitoring mechanism, conduct quality checks through random inspections of chat records, work order responses, and voice recordings, etc., regularly produce quality inspection analysis reports, summarize common deficiencies and weak links, and provide targeted individual counseling and improvement plans.
In the event of major operational incidents (such as server abnormalities, activity disputes, and negative social media sentiment), we can quickly respond, develop a unified response script and internal communication process, and immediately guide our customer service team to communicate consistently with the outside world.
Support the delivery of other related tasks assigned by the supervisor, with a cross-functional collaboration awareness and proactive responsibility spirit.
Bachelor's degree or above, with at least 2 years of game industry customer service, customer service training, quality management or knowledge base operations related work experience.
Excellent English skills, listening, speaking, reading and writing fluently, able to independently read technical documents, write business reports and conduct cross-departmental English communication; fluent in Mandarin, with bilingual (Chinese/English) work ability.
Deeply passionate about games, with a thorough understanding and long-term investment experience in at least one game genre (such as MMORPG, MOBA, card games, open-world games, etc.); those familiar with our company's game products are especially welcome.
Have excellent cross-departmental coordination and bidirectional communication skills, be able to accurately understand technical requirements, and translate them into executable action instructions for customer service.
Strong writing skills, able to write logical, clear, and precise SOPs, training materials, knowledge base entries, and analysis reports.
Thoughtful and meticulous, with structural analysis and problem-solving skills, able to extract root causes from a large number of customer complaints and propose feasible improvement solutions.
Strong sense of responsibility, high stress resistance, able to stabilize the output of high-quality support results in a fast-paced and variable game operation environment.
Applicants with experience in building a customer service training system, quality inspection process design, knowledge base platform management or large-scale event customer service assurance will be given priority.
