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Customer Support Team Manager, Game Services & Operations
3 years ago
Job Description
About the role:
With the vision of “Making Better Gaming Happen”, Ubisoft China Customer Support team is aiming to provide the best class service to all Chinese customers. We are continuously integrating and evolving to make sure customers enjoy our games and services in a smooth way.
If you have a passion to work with people and are willing to turn your customer support experience to customer satisfaction, then we need you!
What you will do:
- Manage China CS operations team of 4-8 experienced members to ensure KPIs and objectives of the team are met.
- Manage all escalation processes in China, and collaborate with EMEA HQ for new or updated processes.
- Discuss with EMEA HQ on China specific topics and drive change for higher customer satisfaction and smooth customer journey.
- Monitor China SLAs and proactively take quick actions to ensure the smooth operations in a timely manner.
- Enable the team to handle customer complaints and disputes from various channels.
- Empower the team to perform more value-added tasks and level-up the competency of the team.
- Work with business teams (sales/marketing/community/brand..) to support any promotions, events, activities and new game launch in China.
- Collaborate and drive CS activities in social media (Wechat / Weibo..).
关于该岗位:
育碧中国客户支持团队以“实现更好的游戏体验”为愿,旨在为所有中国客户提供一流的服务。我们正在不断整合和发展,以确保客户能够顺畅地享受我们的游戏和服务。 如果你热衷于与他人合作,并愿意将你的客户服务经验转变为客户满意度,那么我们需要你!
你的主要工作:
- 管理由4-6名专员组成的运营团队,并确保团队的各项指标和绩效达到设定的目标。
- 管理并确保客服升级流程的正确执行,并作为联络人与EMEA总部保持密切沟通,确保任何流程变更在中国的落地和执行。
- 负责与EMEA总部就中国的特有流程进行讨论和变革,以持续提升客户体验和满意度。
- 负责与EMEA总部讨论新的授权和工作流程,以提升团队业务水平。
- 指导并确保团队有效处理客户投诉和纠纷。
- 参与并确保中国客户服务团队的其他各项指标的达成,在需要的时候主动采取措施并实施监控。
- 带领团队协助其他商业团队(销售/市场/社区/品牌…)的各项活动,促销或者新品发布。
- 参与并推动在社交媒体上的客户服务。(微信,微博等)
Qualifications
What you should be equipped with:
- Years of working experiences in Customer Service or technical support field.
- Be familiar with CS KPIs’ and drive improvements with solid achievements.
- Be proficient in people management and process management.
- Be familiar with CS tools and reports (salesforce, sprinklr, slack…), experience of supporting social media (Wechat / Webio) would be an plus.
- Be analytical and numbers-sensitive on making report and presentation, and driving conversations and changes.
- Be proactive, collaborative and innovative to achieve win-win situation.
- Be proficient in English, reporting, presenting, speaking and writing.
- Proficient in Chinese language is also needed to work with local teams.
- A console gamer would be an advantage.
你需要具备:
- 多年客户服务或者技术支持领域的工作经验。
- 熟悉客户服务领域的各项指标并能推动改经。
- 熟练的人员管理和流程管理经验。
- 熟悉客户服务工具和报表,有在微信/微博上服务过客户的经验更佳。
- 具有良好的分析能力,对数字敏感,具备优秀的报表和PPT制作能力,能推谈判和变革。
- 具备良好的协作和创新能力,积极主动创造共赢的局面。
- 具备优秀的中英文语言能力,能用英语进行汇报和演讲。
- 热爱并游玩游戏是一个加分项。
Additional Information
Good to know
As we aim to build a team who continuously push the boundaries of what’s possible within game development (and because we love to learn and grow from the people around us), we might ask you to do a practical test as a part of the recruitment process.
We look forward to receiving your application and learning more about you.
Company Description
Established in 2008, Ubisoft Chengdu is one of the key game studios in western China and a full-fledged production center, with over 320 talents contributing to Ubisoft’s line-up. We have a strong track record of co-development on Ubisoft’s biggest brands such as Assassin’s Creed®, Skull and Bones™ and For Honor®, as well as developing casual games such as Rabbids party game and bringing hit titles to Switch.
Meanwhile, we are also a pioneer in cutting-edge technology driving Ubisoft’s “games as a service (GAAS)” ethos. Chengdu’s technology team develops products that empower production teams to make educated, data-driven decisions on hit Ubisoft brands.
To find out more, please visit our website: http://www.ubisoftgroup.com or our WeChat account (UBISOFT育碧or 育碧招聘).
育碧成都自2008年建立后已成为中国西部地区主要游戏研发工作室之一,并拥有超过320名员工致力于研发育碧旗下的经典游戏。我们与其他育碧工作室合作研发了多个AAA游戏,如《刺客信条》、《碧海黑帆》及《荣耀战魂》。同时我们也致力于自主研发休闲类游戏,如《疯狂兔子:奇遇派对》以及将多款育碧经典游戏移植到Switch平台。
同时,育碧成都工作室也是研发前沿性技术的领军者,其“Games As A Service (GAAS)” 的理念带领企业不断推陈出新。成都工作室的技术团队开发的产品被运用于育碧旗下众多知名游戏品牌,有效协助研发团队基于科学数据做出准确决策。
想要了解更多,敬请点击http://www.ubisoftgroup.com,或关注我们的微信公众号(“UBISOFT育碧”以及“育碧招聘”)。
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