Experienced Customer Support Agent – Player Engagement and Community Management

Are you passionate about delivering exceptional customer experiences and passionate about the gaming industry? Do you have a knack for communication, problem-solving, and leadership? Look no further! careerzynith is seeking an experienced Customer Support Agent to join our Player Engagement team in East APAC, Taiwan. As a Customer Support Agent, you will be responsible for providing top-notch support to our clients' customers, ensuring their satisfaction and loyalty.

• *About careerzynith**

careerzynith is a global leader in the video games industry, providing a wide range of services to game developers and publishers. With over 12,000 employees in 70+ studios across 26 countries, we are committed to delivering exceptional experiences to our clients and their customers. Our mission is to build engaging player communities and provide outstanding experiences, and we're looking for talented individuals like you to join our team.

• *Role Overview**

As a Customer Support Agent, you will be the first point of contact for our clients' customers, providing prompt and quality responses to their inquiries via email, live chat, and social media. You will also be responsible for managing online orders, efficiently addressing customer complaints, and collaborating with various departments to achieve customer satisfaction. Your excellent communication and problem-solving skills will enable you to analyze customer feedback and provide insights to improve service quality.

• *Key Responsibilities**

• Respond promptly to customer inquiries via email, live chat, and social media, and manage online orders.
• Efficiently and professionally address customer complaints.
• Collaborate with various departments such as Warehouse, Logistics, Operations, and Engineering to achieve customer satisfaction.
• Monitor multiple tasks and ensure timely resolution of customer requests and inquiries.
• Proactively identify and address challenges and opportunities.
• Analyze customer feedback and provide insights to improve service quality.
• Deliver an exceptional customer experience in accordance with company standards.
• Undertake additional projects as required.
• Assist in implementing training programs to ensure consistent and high-quality customer service for other agents.

• *Essential Qualifications**

• Native level language skills in Traditional Chinese (Mandarin) & Business level language skills in English.
• Flexibility in Shift Schedule.
• Experience in the service industry or as a customer support agent.
• Previous working experience in the gaming industry.
• Passion for games!

• *Preferred Qualifications**

• At least 1 year of experience in customer service or the online retail sector.
• Availability to work rotating shifts, including weekends and public holidays.
• Good understanding of customer service expectations and practices in the US.
• Effectiveness in prioritizing tasks according to daily operational needs.
• Strong organizational and problem-solving skills.
• Capability to work independently with minimal supervision.
• Motivation, enthusiasm, and excellent interpersonal skills.

• *What We Offer**

• Holidays – All Taiwan Public Holidays, without having to work on Saturdays to make-up bridged holidays.
• Annual Health Check-Up Subsidy – Eligible to receive subsidy during the annual health check-up period, upon having completed probation at that time.
• Employee Assistance Program – All our employees have access to professional counsellors on any challenges they are facing, work or non-work related.
• Festival Holidays Gift or Voucher – A small token from us to you in celebration of festival events.

• *Career Growth Opportunities and Learning Benefits**

• careerzynith is committed to providing ongoing training and development opportunities to help you grow your skills and career.
• You will have the chance to work with a global team of talented professionals and learn from their experiences.
• Our company culture values diversity, creativity, and innovation, providing a dynamic and supportive work environment.

• *Work Environment and Company Culture**

• careerzynith is a remote-friendly company, offering flexible working arrangements to ensure work-life balance.
• Our company culture is built on a "can-do" attitude, empowering employees to perform to the best of their ability.
• We celebrate uniqueness and diversity, providing a welcoming and inclusive work environment.

• *Compensation, Perks, and Benefits**

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• Flexible working arrangements and work-life balance.
• Access to professional counsellors and employee assistance programs.
• Festival holidays gift or voucher.

• *How to Apply**

If you're passionate about delivering exceptional customer experiences and passionate about the gaming industry, we encourage you to apply for this exciting opportunity. Please submit your application with your updated resume, and we'll review your candidacy. If selected, you'll be invited to an online interview with one of our Talent Acquisition Specialists, followed by an online assessment to evaluate your moderation and written skills.

• *Join Our Team**

At careerzynith, we're passionate about building engaging player communities and providing outstanding experiences. We're looking for talented individuals like you to join our team and help us achieve our mission. Apply now and take the first step towards a rewarding career in the gaming industry!

• *Contact Information**

For more information about this opportunity, please contact our Talent Acquisition Specialist at [insert contact email or phone number]. We look forward to hearing from you!

• *Disclaimer**

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at [insert link].

• *Language Support**

careerzynith is an equal opportunities employer and welcomes applications from diverse candidates. We provide language support for our employees, including Mandarin Chinese and English language training.

• *About careerzynith**

careerzynith is a global leader in the video games industry, providing a wide range of services to game developers and publishers. With over 12,000 employees in 70+ studios across 26 countries, we are committed to delivering exceptional experiences to our clients and their customers. Our mission is to build engaging player communities and provide outstanding experiences, and we're looking for talented individuals like you to join our team.

• *Why Work at careerzynith?**

People who work at careerzynith are passionate, talented, committed, and resourceful. As a business, we thrive on diversity, celebrate uniqueness, and work as teams whether we are physically together in one of our 70 global studios or working together virtually. We empower people to perform to the best of their ability with our "can-do" attitude. We appreciate and embrace flexibility. We learn at every opportunity to grow ourselves through experience, training, and tackling new challenges.

This is what makes us Keywordians.

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