Job Description
The Freelance Player Support Representative will provide customer support and technical issue resolution through various channels such as email, phone, chat, and social media. This involves handling multiple concurrent interactions, identifying and resolving technical problems on customer devices (computers, mobile apps, or video game consoles). The role requires identifying trends in customer issues and providing feedback. Additionally, the representative will perform quality checks on English language documents. The candidate must be able to work on weekends and public holidays, be fluent in both Chinese and English, and possess customer service skills to troubleshoot PC/console problems.
Good To Have:
- Appreciation of games is advantageous.
- Possess a customer-focused mindset.
- Meticulous team player.
Must Have:
- Provide customer support via email, phone, chat, and social media.
- Handle multiple concurrent chat and email interactions.
- Troubleshoot PC/console issues via multiple channels.
- Fluent in both Chinese and English.
RESPONSIBILITIES
- Provide customer support and technical issue resolution via email, phone, chat, social media and other online platforms.
- Handle multiple concurrent chat and email interaction.
- Identify, correct and advise on technical issues in the customer’s computer, mobile app and/or video game console.
- Identify trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.
- Perform quality check on work documents (including but not limited to areas of Customer Service, Quality Assurance, etc) of English language in nature.
REQUIREMENT
- Able to work on weekends and public holidays based on shift roster schedule.
- Fluency in verbal and written communication skills in Chinese and English with additional Asian language skills in either of the following (due to the need to handle queries and incoming tickets in these Asian languages):- Chinese
- Possess customer-focused mindset and able to troubleshoot PC/console issues via multiple channels such as email, chat, phone.
- Appreciation of games is advantageous.
- Meticulous team player with a results-driven personality.
- Equipped with appropriate urgency to suit operational demands.
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