愛爾蘭商熠文有限公司台灣分公司
Customer Support Team Lead
10/16 Updated
Array
Full-time
Senior Level
Partially Remote
Salary & Location
Monthly SalaryNT$ 50,000+
台北市松山區
Required
Language Requirements
English
聽/精通、說/精通、讀/精通、寫/精通
Chinese
聽/精通、說/精通、讀/精通、寫/精通
Work Experience
3年以上
Job Description
**English Resume is required for interview consideration**
Keywords Player Support is a fast-growing service line of the Keywords Studios company that offers customer service positions in the exciting gaming industry! Pioneers & Leaders for over 20 years, we have been the premier international provider of services for companies that publish and develop MMOs, virtual worlds, social games, casual games, mobile games, and transmedia content. We also provide services to online payment and virtual goods providers.
Due to our continued growth, we are looking for a creative, proactive, and experienced "Customer Support Team Lead" ready to join our awesome team!
The Customer Support Team Lead works on different multilingual projects and works closely with the agents, clients, and Operations Manager putting both client and agent satisfaction as a priority and also own the success of the projects.
The Customer Support Team Lead will also own the success of the projects and will be in charge of managing, leading, motivating, coaching and training to their teams as well as creating schedules and perform tasks based on the clients' requirement.
Key Functions:
• Manage, set goals, lead, and motivate teams (team size average 5-10 agents remotely)
• Proactively solve project issues with the teams and Operations Manager, before they impact the project.
• Make sure both the Operations Manager and teams are aware of project status;
• Constant monitoring and management of ticket databases to ensure quality and productivity are meeting project KPIs and SLAs;
• Create CRM/tool views for better visibility and reporting
• Check daily reports regularly to spot and address any anomalies
• Responsible for the upkeep of the studio policy, process, and security.
• Provide reports to the Operations Manager and client;
• Review agents' daily reports and tickets for coaching opportunities;
• Perform regular quality control checks according to the project's defined process;
• Act as an escalation point for our client's customers.
• Provide daily positive and constructive performance feedback to their team members;
• Provide both positive recognition and disciplinary warnings appropriately;
• Create training materials and help identify areas where training material may need revision;
• Conduct weekly one-on-one coaching sessions with assigned employees;
• Provide employees with metrics on their performance against project KPIs or SLAs.
• Train and coach shift leads
• Own the position of daily client contact in a professional and courteous level for all assigned projects and find solutions to client requests effectively when possible.
• Verification of hours in the system within the payroll deadline and in respect of the various regulations;
• Manage and approve vacation requests and monitor employee attendance and flag late or absent employees;
• Ensure internal and/or external project-related knowledge bases are maintained
• Conduct Customer Support representative duties as and when required
Number of Openings
1~1人
Educational Requirements
專科以上
Work Schedule
日班、晚班、假日班、需輪班
Leave Policy
依公司規定
Job Skills
Document Processing/Typing Skills
Administrative Affairs Handling
Report Compilation and Management
Project planning execution/scope management
Project communication/integration management
Cross-Industry Cooperation Planning and Execution
Proposal and Presentation Skills
Customer Information Collection
Customer Complaint Handling
Product Introduction and Explanation Sales
文書處理╱排版能力 行政事務處理 報表彙整與管理 專案規劃執行╱範圍管理 專案溝通╱整合管理 異業合作規劃與執行 提案與簡報技巧 客戶情報蒐集 客訴案件處理 產品介紹及解說銷售
Job Category
Project Management Supervisor
Customer Service Supervisor
Other Customer Service Personnel
台北市松山區
電腦軟體服務業
Keywords Studios 成立於 1998年，目前為一家倫敦上市的遊戲產業的全球服務供應商。總部位於都柏林，在馬德里、倫敦、巴塞隆納、米蘭、東京、新加坡、上海、新德里、蒙特利爾、西雅圖、洛杉磯、墨西哥城、波特蘭等（共七十多個城市）皆設有工作室。我們在全球擁有近12,000名熱愛遊戲的員工，為世界一級遊戲開發商和發行商提供一系列的委外服務例如翻譯、測試、音效、客服、美術和設計。
通過善用我們行業領先的服務線的廣度和深度，Keywords 受到許多世界領先的遊戲公司的信任和信賴，在概念、開發和現場運營期間與他們一起工作。 Keywords Studios 擁有強大的市場地位，為全球 25 家最知名的遊戲公司中的 23 家提供服務。在整個遊戲和娛樂行業，客戶包括動視暴雪、萬代南夢宮、貝塞斯達、藝電、Epic Games、科樂美、微軟、Netflix、Riot Games、史克威爾艾尼克斯、Supercell、TakeTwo、騰訊和育碧。服務的作品包括《國歌》、《星球大戰絕地：墮落秩序》、《勇敢》、《英雄聯盟》、《堡壘之夜》、《皇室戰爭》和《毀滅戰士》等，不勝枚舉。
基於我們對遊戲、技術和媒體的熱情，為遊戲及其他領域創建一個全球服務平台。我們的目標是成為專業技術服務的“首選”供應商!
Established in 1998 and headquartered in Dublin, Keywords Studios Group now has over 12,000 employees in over 75 studios across 23 countries, and is publicly listed on the London Stock Exchange (LSE: KWS) with exceptional growth every year as the video games industry represents the pinnacle of interactive digital content.
At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. We aim to become the "go-to" provider of technical services.
We enable leading content creators and publishers to leverage our expertise and capacity across the life cycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.
Keywords is trusted and relied upon by many of the world's leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. Keywords Studios has a strong market position, providing services to 23 of the top 25 most prominent games companies. Across the games and entertainment industry, clients include Activision Blizzard, Bandai Namco, Bethesda, Electronic Arts, Epic Games, Konami, Microsoft, Netflix, Riot Games, Square Enix, Supercell, TakeTwo, Tencent and Ubisoft. Recent titles worked on include Anthem, Star Wars Jedi: Fallen Order, Valorant, League of Legends, Fortnite, Clash Royale and Doom Eternal.
