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H

Customer Service - Player Support Specialist

hoyoverse · 30+ days ago

Singapore

Negotiable

Full-time

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Who Are We?

HoYoverse is committed to providing immersive virtual world experiences to players around the world. We have brought fans popular games including Genshin Impact, Honkai: Star Rail, Honkai Impact 3rd, Tears of Themis, and Zenless Zone Zero, as well as a wide range of entertainment content.
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Community is at the heart of everything we do. We are devoted to engaging fans and fostering an enthusiastic and inclusive global community that provides access and encouragement for people to share their passion for ACG (Animation, Comics, and Games) through their own creativity and skills.
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Pushing the boundaries of imagination, we consistently explore cutting-edge game development technologies, and have accumulated leading technical capabilities in cel shading, cloud gaming, and other fields.
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In the future, we will continue to expand our content production, technology research, and publishing duties through operations in offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.

When you apply to a position with HoYoverse, we will process your personal data. To learn more about how we process your data, we encourage you to review our comprehensive Global Applicant and Candidate Privacy Policy. This policy provides detailed insights into how your information is collected, used, and protected throughout the application process.

What You Will Do:

The Player Support Specialist will serve as a key liaison between the company and its gaming community. This role requires a passionate individual who is adept at handling various customer service functions related to our gaming products. The specialist will be responsible for addressing in-game inquiries, handling complaints, and providing continuous support to enhance the overall gaming experience.

Respond to players' in-game inquiries and provide solutions to issues
Handle and resolve related complaints, suggestions, and consultations
Engage with the players to gather feedback and enhance player’s satisfaction
Monitor and report any game anomalies or issues
Collaborate with technical teams to resolve issues promptly
Contribute to the improvement and optimization of existing processes and content

What We Are Looking For:

Language Proficiency:

Fluent in English and in one of the following languages to effectively communicate with diverse audiences:
- Simplified Chinese
- Traditional Chinese
- Bahasa Indonesia
- Vietnamese
- Thai

Experience and Skills:

Minimum of two years of experience in game customer service or a related field
Familiarity with the gaming industry and a passion for anime culture
Extensive gaming experience: familiarity with Genshin Impact and Honkai: Star Rail and Zenless Zone Zero will be considered an advantage

Personal Attributes:

Excellent communication and collaboration skills
Strong service orientation with resilience to stress
Responsible, patient, and details oriented, with a focus on execution and continuous improvement
Ability to support and manage multiple projects simultaneously

Working Conditions:

Ability to work in a fast-paced environment
Flexibility to work in shifts, including weekends and holidays, if required

We are an equal opportunity employer that believes diverse backgrounds are key to bringing our concepts to life. If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team.

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Last updated on Aug 15, 2024

About the company

H

hoyoverse

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