Customer Service Specialist

About the Company

Perfect World Holding Group is a global leading entertainment industry group with Perfect World Co., Ltd. (002624) as its listed arm. The group has introduced its products into over 100 countries and regions around the world, with a principal focus on the countries and regions in North America, Europe, and Asia. The company has established dozens of offices in its home market, including Beijing, Hong Kong, Shanghai, Chongqing, Chengdu, Hainan Province, Wuhan, and Hangzhou, as well as some overseas offices in Europe, America, Japan, South Korea, and Southeast Asia.

About the Role

我们正在寻找一位能力出众且充满干劲的客户体验专员,希望能应具备资深的用户服务及运营背景。

Responsibilities

• 1、负责管理海外客服BPO服务交付,提供日常支持和改善方案,监督并进行KPI绩效管理;
• 2、负责梳理并制定海外客户服务流程,服务标准、客服话术等,以用户服务体验为导向,提升整体海外客户满意度;
• 3、与其他支持团队协作,提升海外客服团队能力,通过培训、质检等赋能客服团队,不断提升客服团队的运营质量与效率;
• 4、负责协助处理海外客户投诉并收集海外用户VOC定期输出数据报告;通过反馈产品和服务问题,推动海外产品和服务优化和改进;
• 5、支持海外服务项目的成功实施,确保跨部门间的沟通协同高效,保证海外项目在客服层面的无缝对接和落地执行。

Required Skills

• 1、本科及以上学历,5年以上工作经验、3年以上的海外客服运营、游戏客服或相关岗位工作经验;
• 2、具备客服团队搭建和运营KPI管理的经验,处理海外客诉的经验;
• 3、有流程思维和管理能力经验,具备良好的数据分析能力,较强的客户优先服务意识:
• 4、英语作为工作语言; (日常需大量对接英语外包客服团队,对其进行培训、质检、人员管理等)
• 5、有PMP证书为加分项。

Equal Opportunity Statement

Perfect World Holding Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.