Job Listing

SUMMARY

A Shift Leader works with the Department Operations Manager in Asia CS to provide support to day-to-day operation across all service lines, escalation, monitor department SLA and assist in projects. A Shift Leader will also help in developing team members by providing ongoing and immediate coaching and feedback.  Works with the Coach group to ensure that the team is providing excellence in customer service at all times.

RESPONSIBILITIES

·  Acts as a role model for CSR team members, be the leader on the floor

·  Is the first point of contact for CSR inquiries and escalated issues.

·  Follows up with CSRs in areas related to eCommerce and all products to ensure proper correspondence with clients and in cases of CSR absences, responds to clients themselves.

·  Provide professional, attentive and accurate information and support services to customers.

·  Monitors and assists with the support conference rooms for CSRs.

·  Handles adjustments that need to be made to player’s account.

·  Conducts on the spot reviews of the CSR’s as required.

·  Sits with CSRs to monitor on-going contacts and provides immediate coaching and feedback on customer service delivery.

·  Coaches CSRs to achieve desired levels of KPIs by providing immediate and regular feedback.

·  Monitor the occupancy of all services across all service lines (Mandarin, Thai, Viet, Korean, English, etc): Chat, Email, and Phone, plan for break-time for agents during the shift.

·  Involve in planning, execute, feedback of Operational Procedures and Policies.

·  Periodically accompanies the Coach to deliver consolidated performance feedback to CSRs.

·  Works collaboratively with Coach as Trainees transition from the training program to the floor.

·  Responsible for any new hires in the department by making sure the initial learning stage of the employee is under his/her close supervision

·  Provides input for CSRs probationary, performance reviews, and write up for staff disciplinary incident to Managers

·  Assists with the execution of the objectives outlined in CSR’s Performance Improvement Plans.

·  Provide technical support and analysis customer’s issue on the spot. Reviews and acts accordingly on escalated concerns from customer and agent.

·  Handles incoming overflow calls for the call centre in a mature and professional manner.

·  When required responds in a timely manner to email inquiries according to internal procedures and policies.

·  Perform miscellaneous duties as assigned by management.

·  Works rotating shifts as required.

·  Continues to acquire knowledge about the company and the gaming industry.

REQUIREMENTS:

·  At least 2 years of experience and proven solid understanding of the gaming industry and internal process as CSR

·  At least 1 year of experience as a Team Lead, Supervisory role or higher

·  Bilingual (Mandarin and English)

·  Formal coaching and feedback skills training and experience as well as conflict resolution training an asset

·  Exceptional listening and comprehension skills

·  Exceptional organization and multi-tasking skills combined with a professional work ethic

·  Demonstrated ability to resolve conflict in a professional and mature manner

·  Demonstrates initiative in problem-solving

·  Excellent attention to detail

·  Ability to work independently or as part of a team

·  Ability to have a flexible schedule

·  Ability to adapt to change and evolve with a rapidly growing company

·  Demonstrates the ability to establish and maintain effective relationships with customers and fellow employees

·  Possesses excellent knowledge about all products associated with the brand.

·  Proficient in Microsoft Office (Word, Excel and Outlook)