工作职责：

• 和研发团队沟通，根据客户服务的实际需求和玩家的热点反馈，搭建客服管理的工具，整理和优化游戏内需要触达玩家的客服入口；
• 建立培训体系和知识库，帮助客服专员提升表现，同步玩家需要同步的信息；

筛选、接入和管理海外客服外包团队，或根据实际需求补充全职人力需求，监控客服专员的表现质量；

• 理解玩家需求，收集汇总，并通过量化的方式来展示问题，推动研发运营等团队进行优化，搭建合理有效的数据分析模型，优化客服反馈流程。

• 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.

工作要求：

• 沟通能力强，推动能力强；
• 有客服GM工具策划经验；有海外客服供应商管理经验优先；
• 能迅速洞察用户需求，对游戏有较深的认知和体验；
• 本科及以上学历；具备良好的英文沟通能力，能用英语与供应商、合作伙伴进行直接沟通。
• 产品上线前期有倒班

• 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.

上班地址：上海市浦东新区金科路4560号金创大厦3号楼7楼