Overview

• Salary

  5,000 MYR ~ 6,000 MYR

• Industry

  Web/Mobile/Game, Publishing/Printing/Advertising/Broadcasting

• Job Description

  Role Overview
  We are seeking a highly organized and process-oriented Customer Service Assistant Manager to oversee our daily operations. This role is ideal for a candidate with a strong background in the gaming or tech industry who excels at managing both people and technical workflows. You will be responsible for team performance, SOP development, and the integration of AI tools to enhance the customer experience.
  
  Key Responsibilities
  - Operations Management: Oversee daily CS operations, including task allocation, performance monitoring, and KPI management (response time, resolution time, and quality metrics).
  - Process Improvement: Develop, review, and continuously improve CS SOPs, workflows, and service standards to drive operational efficiency.
  - Technical Integration: Manage and optimize CRM systems, AI chatbot performance, and knowledge base content. Stay updated on AI technology trends to improve automation.
  - Escalation Handling: Professionally manage complex customer complaints, escalations, and risk-related cases (including payments, refunds, and KYC/fraud inquiries).
  - Cross-Functional Collaboration: Work closely with Product, Technical, and Marketing teams to report bugs, track issue resolution, and support testing for new feature releases.
  - Strategic Reporting: Analyze player feedback and operational data to propose improvement plans and enhance platform conversion.
  - Crisis Coordination: Lead CS support during game suspension periods, relaunch preparations, and event periods.