Customer Service

5 days ago

Singapore COGNOSPHERE PTE. LTD. Full time

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.

What You Will Do:

- Overall responsibility for handling payment-related customer feedback (including payment failures, refunds, and payment delays), ensuring accurate and efficient resolution of payment issues
- Participate in the formulation and continuous updating of policies and processes related to payment operations, ensuring compliance with industry standards and legal regulations, and enhancing the overall ability of the customer service team to handle payment issues
- Proactively identify and manage risks and pain points in the payment issue handling process, develop and implement preventive and optimization measures to reduce the occurrence of payment-related issues
- Collect and analyze user feedback on payment issues, monitor key performance indicators (KPIs), provide insights and suggestions to the team, and collaborate with product and technical teams to drive optimizations and improve user experience
- Work closely with internal teams (such as Operations, Legal, etc.) and payment service providers to resolve complex payment issues and ensure the smooth operation of payment processes

What We Are Looking For:

- Bachelor's degree (or above), with a minimum of 3 years of experience in customer service or payment issue handling, preferably in the gaming or related industry
- Understanding of the global gaming industry and its payment ecosystem, familiarity with various international payment methods, policies, and processes
- Strong logical and analytical abilities with excellent problem-solving skills, able to proactively initiate and drive issue resolution with a strong sense of ownership
- Good communication and policy formulation skills, with a balance of attention to detail, efficiency, and accuracy
- Excellent written and spoken proficiency in both English and Mandarin to liaise with teams based in China

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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