职位描述:
principal accountabilities
coordination:
· closely collaborate with all the members of the game team (pm, gmm, prod) to bring solutions to customer care cases
· update & share, for the assigned games, a database of all cases accessible by all the members of the game team and worldwide cc agents
· coordinate a consistent flow of information between the local game team and the global customer care teams located all around the world (kharkiv, mexicali, saigon, etc.)
· coordinate with the game team to solve all the issues escalated by consumers
· liaise with the game community manager to support a consistent communication on all gameloft channels
· on special cases (around 10/20% of the time), handle consumers complaints when escalated by the global customer care teams or any other internal team on the allocated games

expertise
· have a comprehensive and in-depth knowledge of the allocated games by playing them on all devices (iphone, ipad and top 5 master android devices)
· coordinate with relevant teams to define a consistent consumer experience on all levels and topics: bans, piracy, compensation, etc.
· push for a consistent end-user experience (accessibility of cc ingame, etc.)

reporting
· send a customer care update per game on a regular basis, including a both quantitative and qualitative analysis of the consumers’ feedbacks
· report to the product manager (local) and global consumer relationships manager (paris hq) on a regular basis


requirements and expectations:
- 1 to 3 years of experience with customers (marketing area/entertainment industries a big plus)
- passion for games and a good video game experience (knowledge of game styles and gaming experiences)
- computer literate (internet browsing, windows, ms office)
- excellent command of english language, both verbal & written is a must (second language is a big plus)
- postgraduate diploma in marketing, communication, it, literature, etc.
- common sense and outstanding analysis skills
- outstanding communication skills
- to be able to handle customers complaints, even when handling unpleasant customers
- to demonstrate the ability to cooperate with a variety of people and achieve results
- good personal-relationship manager
- team-player, who can play different roles in the team
- improve and maintain the communication with gameloft customers
- accept night shift work 7:00pm--2:00am

上班地址：北京市海淀区丹棱街3号中国电子大厦b座5层