Customer Service Officer (RF Online)
Asiasoft Corporation Public Company Limited
Job Responsibilities
- Handle customer inquiries via ticketing system, email and chat
- Investigate cases related but is not limited to hacked and banned accounts
- Handle in-game events
- Monitor and enforce our terms of service , code of conduct and other policies
- Gather and escalate player feedback and issues
- May handle multiple games depending on Product Team’s requirement
Key Performance Indicators (KPI):
- Game Ticket Management: 0 Unread ticket by the end of the shift
- Game Ticket Management: 90% SLA completion for all supported games by the team by the end of the month
- Game Ticket Management: Ensures that the gathered data is complete, accurate and properly escalated for resolution or advised
- Game Support Improvement: Ensures timely launch of products supported
- Game Support Improvement: Initiates events, etc promoting acquisition and retention for games
- Game Support Improvement: Ensures to test all content at the most quickest possible way
- Accounts and Tool Management: Proper use of company issued game accounts
Qualifications
- College or University graduate
- Solid MS Office skills especially Excel, Word and PowerPoint
- Background in basic PC/Network troubleshooting is an advantage
- With good communication and writing skills. Able to speak, read and write in English is a big advantage; while ability to read and write in English is the minimum requirement.
- Able to handle stress and has a positive attitude
- Willing to work during weekends with varying schedule of days off
- Passion for PlayPark and/or other games is a MUST