Junior Customer Support Quality Assurance Specialist 初级客服质检专员

Job description

Established in 2008, Ubisoft Chengdu is one of the key game studios in western China and a full-fledged production center, with over 320 talents contributing to Ubisoft’s line-up. We have a strong track record of co-development on Ubisoft’s biggest brands such as Assassin’s Creed®, Skull and Bones™ and For Honor®, as well as developing casual games such as Rabbids party game and bringing hit titles to Switch. 

Meanwhile, we are also a pioneer in cutting-edge technology driving Ubisoft’s “games as a service (GAAS)” ethos. Chengdu’s technology team develops products that empower production teams to make educated, data-driven decisions on hit Ubisoft brands.

To find out more, please visit our website: http://www.ubisoftgroup.com or our WeChat account (UBISOFT育碧or 育碧招聘), or contact us for application by: ctu-recruitment@ubisoft.com

育碧成都自2008年建立后已成为中国西部地区主要游戏研发工作室之一，并拥有超过320名员工致力于研发育碧旗下的经典游戏。我们与其他育碧工作室合作研发了多个AAA游戏，如《刺客信条》、《碧海黑帆》及《荣耀战魂》。同时我们也致力于自主研发休闲类游戏，如《疯狂兔子：奇遇派对》以及将多款育碧经典游戏移植到Switch平台。

同时，育碧成都工作室也是研发前沿性技术的领军者，其“Games As A Service  (GAAS)” 的理念带领企业不断推陈出新。成都工作室的技术团队开发的产品被运用于育碧旗下众多知名游戏品牌，有效协助研发团队基于科学数据做出准确决策。

想要了解更多，敬请点击 http://www.ubisoftgroup.com ，或关注我们的微信公众号（“UBISOFT育碧”以及“育碧招聘”），或联系邮箱以申请相应岗位：ctu-recruitment@ubisoft.com

 

What you will do:

To study and follow EMEA/China Customer Service quality assurance policies and procedures continuously.

To perform quality check of customer interactions, ticket documentations and issue resolution on a daily basis.

To summarize and integrate data into daily/weekly/monthly report.

To work with training and operations team for process improvements and agent coach, based on the report and findings.

To participate into complaint handling and follow up.

To collect either positive or negative samples for case study and continuously improvements.

你的成就感来自：

持续学习和遵守 EMEA 地区 / 中国区的客户服务质检流程；

根据规定对客服人员与用户的交流，工单填写和问题解决方案等方面进行质量检查；

总结归纳质检数据形成日报 / 周报 / 月报并发送给相关方；

就报告内容和质检发现物与培训团队和客服运营团队合作参与流程优化和客服座席辅导；

参与用户投诉处理和追踪；

收集整理正向 / 负向案例用以内部分享和持续改进；

What you should be equipped with:

1- 3 years of working experience in Customer Service or relevant field, 1 year of CS QA working experience.

Positive mindset in service and process compliance.

Be familiar with customer service process and quality checking including relevant tools and applications.

Analytic and detail oriented;

Process oriented and data driven;

A team player, multitasking and hands-on.

Good command of English.

Be passionate in Gaming industry. An active gamer would be an advantage.

H ave fun!

你的技能要求：

1-3 年客户服务相关工作经验， 1 年以上客服质检工作经验；

具备良好的客户服务意识和对流程的遵守；

熟悉客户服务体系流程和质检流程，包括相关工具的使用；

善于分析且关注细节 ;

流程导向及数据驱动 ;

善于团队协作且具备多重任务处理能力；

良好的英语能力；

喜爱电子游戏，对游戏行业保持热情；