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Customer Service Lead - Chinese

Overview

We are hiring a Customer Service Lead to act as the primary coordinator for our Chinese language support program (Mainland Simplified Chinese / Mandarin). You will be involved in project work, becoming an expert on your assigned products, and coordinating contacts for our Chinese language customers. This position will coordinate directly with the international customer support managers, the territory management, and customer service agents.

Responsibilities

• Coordinate the daily operations for our Chinese Language support program
  • Collaborate and coordinate with Contact Center Managers regarding service levels
  • Regularly communicate with agents and supervisors to provide operational insight (emerging issues, problems, feedback, etc.)
  • Work directly with Project Managers and Territory Managers on process and tools requirements as needed
  • Ensure agents are empowered with the knowledge and skills to promote customer satisfaction
• Maintain solid customer relationships by handling help requests with quality, courtesy, and efficiency
  • Identify, troubleshoot, and resolve support issues escalated by players and agents
  • Coordinate with our Community group to manage our activities on social networks
  • Help with product information, account & billing requests, technical help, and gameplay help
  • Help with our online environments, webpages, and social networks
• Maintain a working knowledge and expertise of our products and services
  • Understand and remain up to date with the technology relevant for supporting our customers
  • Know and adhere to internal policies and procedures
  • Act as a subject matter expert for a variety of our products, services, and processes
  • Have a working knowledge of PC and Console gaming products (mostly Xbox / PlayStation / Switch), Multiplayer online games, and Mobile games

Qualifications

• Native-level spoken and written Chinese language ability (Mainland Simplified Chinese / Mandarin)
• Business-level speaking and writing fluency in English
• Native-level knowledge of culture and business in Chinese speaking regions
• Bachelor’s degree or equivalent experience
• 4 years of customer service experience
  • Strong customer service ethic
  • Enthusiastic, positive, and professional attitude in all interactions
  • Experience as a team lead or supervisor
  • Experience with contact center environments
• Ability to work flexible shifts (including some nights, weekends, holidays when products require it)
• Able to quickly adapt and multi-task in a busy and constantly evolving environment
• Self-starter with an energetic personality who works well alone and with a team
• Professional communication and documentation skills in both English and Chinese
• Strong troubleshooting, analytical, and collaboration skills
• Familiarity with computer hardware and consumer electronics for gaming
• Familiarity with computer operating systems
• Experience with productivity software including Microsoft Office
• Knowledge and passion for massively multiplayer online games and online environments

Preferred Skills

• Experience working within an international company
• Experience in entertainment software industry

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