Location: Shanghai, China

　　Key responsibilities:

　　•Build and manage a 50-staff customer service team responsible for the complete customer support service suite for EA China Online game projects i

ncluding phone, email and chat interactions for all aspects of:

　　? Technical Support

　　? Account and Billing Support

　　? In-Game and Terms of Service Support

　　? Customer Self Help Solutions

　　•Supervise customer service daily, motivate team to satisfy customers; execute customer service related projects and policy;

　　•Good at solving any conflicts and complaints from customers;

　　•Summarize key customer complaints regularly, pinpoint insufficient customer services and provide improvement plans. Follow through improvement plans;

　　•Represent customer needs in major decision making;

　　•Lead and train junior employees;

　　•Avid gamer preferred;

　　•Lead planning of CS specific tools and tool suites

　　•Proactively identify potential support problems during the development process and recommend solutions

　　Requirements :

　　•Familiar with online game customer service process, 2 years work experience in customer service department at management level;

　　•Familiar with game operation internal work flow, familiar with customer communication and issue resolution;

　　•Summarize customer needs, coordinate with technical department in problem solving;

　　•Detail orientated, able to work under pressure;

　　•Good communicator, easy going, strong English written and verbal skills;

　　•Call center work experience is a plus;

编辑：高原