Customer Service

Customer Service (Latin America Market)

Job Responsibilities

1. Responsible for handling online inquiries and after-sales services for users in the Latin American market (Portuguese/Spanish-speaking regions), and responding to and resolving user issues in a timely manner.

2. Provide users with business support for registration, login, recharge, withdrawal, event participation, account abnormality and other issues through channels such as in-app online customer service and email.

3. Follow up on issues reported by users, collaborate with teams such as operations, risk control, and technology to handle them, and promptly update users on the processing progress.

4. Responsible for the daily service and maintenance of VIP users and high-value users in the Latin American region, so as to improve Customer Satisfaction Score and Retention Rate.

5. Collect and organize user feedback, analyze frequent issues, and continuously optimize customer service narratives and the Knowledge Base.

6. Conduct preliminary identification of account anomalies, violations, fraud risks and other such issues, and escalate them for handling in a timely manner in accordance with the established procedures.

7. Familiarize yourself with the platform's products, campaign rules and operation policies, and provide users with a professional, accurate and efficient service experience.

8. Complete other relevant work assigned by the department.

Requirements

1. College degree or above, with no restrictions on major.

2. Proficiency in Portuguese or Spanish as a working language, with the ability to independently communicate with users; basic communication skills in both Chinese and English are preferred.

3. Candidates with experience in overseas internet, social entertainment, gaming platforms or customer service-related fields are preferred.

4. Possess good service awareness, communication skills and adaptability, and be able to properly handle user complaints and unexpected issues.

5. Proficient in using office software such as Office, with fast typing speed, and capable of efficiently handling multi-threaded inquiries.

6. Meticulous and conscientious in work, strong sense of responsibility, with good team spirit and execution ability.

7. Able to accept a shift work system (including shifts on night shifts, weekends and holidays).

Priority Criteria

- Has customer service experience in the Latin American market, and is familiar with the user characteristics of countries including Brazil, Mexico, Colombia, Argentina, Chile and others.

- Familiar with the culture of Latin American regions and users' communication habits.

- Have customer service experience on overseas social media, LIVE and entertainment platforms.

- Experience in using CRM customer service system.

We expect you to have

- User-centric service awareness.

- Good cross-cultural communication skills.

- Strong capability in problem analysis, coordination and resolution.

- Able to adapt to the pace of overseas business and a fast-changing work environment