Customer Service (Latin America Market)
Job Responsibilities
1. Responsible for handling online inquiries and after-sales services for users in the Latin America 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 America 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 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 sof
📌 Customer Service (Modena)
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📍 Modena