Customer Service Executive

About Us: ATASO specializes in providing comprehensive Business Process Outsourcing (BPO) services, focusing on innovative solutions tailored to enhance operational efficiency and customer satisfaction for our partners. Embracing cutting-edge technologies, we strive to redefine industry standards and drive transformative changes across various sectors.

Job Title: Customer Service Executive (Mobile Game)

Job Overview: We are seeking a proactive and customer-oriented Customer Service Executive to join our dynamic team at ATASO. This role will be dedicated to providing exceptional customer support for a mobile game client, ensuring seamless interaction and satisfaction among players.

Key Responsibilities:

1. Customer Support: Provide timely and professional support to players via various channels (Discord, Messenger, email) regarding game inquiries, technical issues, and gameplay assistance.
2. Issue Resolution: Effectively troubleshoot and resolve customer concerns, escalating complex issues to the appropriate departments when necessary.
3. Client Liaison: Serve as the primary point of contact between ATASO and the mobile game client, maintaining strong relationships and understanding client-specific needs.
4. Feedback Management: Gather and analyze player feedback to identify recurring issues or areas for improvement, collaborating with internal teams to implement solutions.
5. Documentation: Accurately document customer interactions and technical issues in the CRM system, ensuring thorough records and follow-up on unresolved matters.
6. Quality Assurance: Conduct periodic quality checks on customer interactions to uphold service standards and identify training needs.
7. Knowledge Base Management: Create and maintain a comprehensive FAQ and knowledge base to assist players with common questions and issues. Update the knowledge base regularly based on new game features, updates, and player feedback.
8. Cross-Functional Collaboration: Work closely with the operation team to stay informed about upcoming updates and changes.
9. Adherence to Policies: Ensure compliance with company policies and procedures related to customer service and data privacy.

Requirements:

1. Bachelor’s degree in a relevant field or equivalent practical experience.
2. Proven experience in customer service, preferably in the gaming industry or tech sector.
3. Excellent communication skills in English and Chinese.
4. Strong problem-solving abilities with a customer-first mindset.
5. Familiarity with mobile gaming platforms and understanding of game mechanics.
6. Ability to work independently and as part of a team in a fast-paced environment.
7. Passion for gaming and a keen interest in mobile gaming trends.

Preferred Skills:

1. Experience with CRM systems and ticketing platforms (e.g., Zendesk).
2. Knowledge of mobile game development and app store guidelines.
3. Understanding of customer support best practices and methodologies.

Why Join Us: At ATASO, you will be part of a forward-thinking team dedicated to pushing boundaries in customer service and BPO solutions. This role offers opportunities for growth and development in a vibrant and innovative work environment.