- Provide leadership and guidance on daily operations management.
- Improve customer service operations including but not limited to evaluating, monitoring, analyzing of results, and implementing any changes.
- Accountable for the profitability and service level standards for the projects assigned.
- Review work reports before submission to the clients.
- Perform complex language translation and proofreading where necessary.
- Ensure communication to the team members on updated project plans.
- Setup and customize necessary tools for work operational needs.
- Ensure that the team manpower is adequate to meet daily operation requirements, including approval of leave for team members.
- Support the Company Management and conduct coaching sessions for the team when needed.
- Liaise with internal and external stakeholders including Company Management and clients on work issues including to assist in managing employee lifecycle such as hiring, termination, and performance review.
- Work with the Company Management to ensure that the Customer Service team is compliant with information and physical security requirements in the
- Company and undertake remedy actions if necessary.
- Undertake any other tasks/assignments as assigned by the Company Management.
- As Site manager, participation in team MTG based on time difference is required (late night or early morning JST).
- Business hours 10:00-19:00
Requirements
- At least 4 years of customer service (nice to have) and technical support experience within a contact centre environment.
- Proven track record and experience in managing and leading a small-mid size team.
- Effective in both verbal and written communication skill in English language.
- Native Chinese, Fluent in Japanese and English
- Able to deliver excellent customer service via email/chat/phone.
- Able to understand games from a gamer’s perspective and give in-depth gaming (PC/console/mobile) troubleshooting and support.
- Able to solve and analyse information accurately with appropriate speed and within guidelines.
- Team player mentality.
Benefits
- Collaborating with people creating innovative interactive entertainment.
- Dynamic and entrepreneurial culture.
- Video games focused environment.
- Contract Employee*Permanent employee promotion is available.
- Trial period: 3 months / No change in conditions.
- Up to 50,000 yen reimbursement or train pass.
Who we are:
PTW is a provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.
We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.
Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.
In summary, we connect and bring fun to the world.
Welcome to PTW, Family of Brands