(Online Game) Customer Service Representative
About IWG Game Studio:
An independent mobile games studio, founded by a team of industry veterans who graduated from World-class universities. With a fast-moving, imaginative, and efficient team, our mission is to bring the knowledge and experience of a chart-topping mobile games company into a close-knit, collaborative environment.
The IW team is made up of incredible people with experience at some of the biggest companies in gaming. 140 members work together in the happy IW family.
Fun, and rewarding. It's what our games are all about and a big part of our culture. Our team drives projects together from conception to launch in an indie-style process combining creativity and data to make games that can be enjoyed by everyone.
On October 14, 2020，the world's leading mobile attribution and marketing analysis company AppsFlyer released the report shows that in the global growth list, one of our products ranks TOP 1 in growth. This result is impressive.
We believe every action should be driven by visions. With our professional, collaborative, and data-driven team, we created and published lots of chart-topping games.
Our story is to be continued...
Office: 香港东区太古城三期
Hong Kong Eastern District, Taikoo Shing 3
About this job:
You must have a bachelor’s degree, and this job could not provide work visa sponsor in Hong Kong – You need to have a work permit in Hong Kong or other status that supports you to work legally in Hong Kong.
Job responsibilities:
1. Respond promptly and professionally to players' inquiries and provide accurate information regarding game features, gameplay, and technical issues.
2. Assist players in troubleshooting and resolving game-related problems, including gameplay difficulties, account issues, and payment inquiries.
3. Provide guidance and support to players on game rules, strategies, and promotions.
4. Document and track player interactions and issues using our designated customer support tool.
5. Collaborate with other teams, including the development and quality assurance teams, to escalate and resolve complex player issues.
6. Proactively monitor player feedback and identify trends or recurring issues to inform product improvements and updates.
7. Maintain a high level of product knowledge and stay up-to-date with game updates, new features, and promotions.
8. Contribute to developing and improving customer support processes and resources.
About the work:
1/Two shifts at present (rotation): 17:00 p.m.–1:00 a.m. and 1:00 a.m.–9 a.m.; your shift will be arranged at the beginning of every month, usually.
2/You will have 2 days' rest after 5 days' working; perhaps you will have to work on public holidays and weekend holidays, according to your shifts.
3/ This job could not provide a work visa sponsor in Hong Kong.
Regards,
HR
Requirements:
1. Previous experience in a customer service role, preferably in the gaming industry.
2. Excellent writing and verbal communication skills in English.
3. Strong problem-solving skills and the ability to think critically in a fast-paced environment.
4. Empathy and patience when dealing with player concerns or frustrations.
5. Basic technical knowledge and proficiency in using customer support tools and software.
6. Ability to work independently and collaboratively as part of a team.
7. Flexibility to work shifts, including weekends and holidays, is required as a night shift agent of 24/7 support.
8. Passion for gaming and an understanding of online gaming culture and trends.