1. Customer Service Quality Monitoring Establish and refine the customer service quality control system; conduct regular audits and performance evaluations for customer service representatives covering script compliance, response SLA, issue resolution rate and other core metrics. Analyze recurring pain points and weak links in daily customer service operations, roll out targeted optimization initiatives, and track implementation outcomes. Compile customer feedback and complaint data to identify systemic defects in products and services, and deliver actionable recommendations for product iteration and service upgrade. 2. Issue Escalation & Resolution Oversee end-to-end handling of all player inquiries, with a primary focus on in-game account anomalies, payment discrepancies and event-related issues to guarantee timely and effective resolutions. Maintain close cross-functional alignment with technical and operation teams to coordinate troubleshooting and accelerate feedback loops for player issues. Promptly report and manage critical player incidents; formulate contingency response plans to mitigate player losses and brand reputational risks. 3. New Hire Training & Development Lead full-cycle onboarding training for new recruits, covering game product knowledge, customer service workflows and communication etiquette to help new hires quickly adapt to role requirements and working scenarios. Develop customized training programs tailored to Indonesian gaming culture and corporate business objectives to boost new hires’ professional proficiency and service standards. Organize regular internal training sessions and experience-sharing workshops to foster knowledge exchange across the team. 4. Customer Satisfaction Improvement Devise strategies and roadmaps to elevate customer satisfaction by streamlining service workflows and upgrading overall service quality. Analyze customer satisfaction metrics to pinpoint core negative impact factors, implement targeted corrective actions and monitor improvement results. Design customer loyalty programs, and deliver premium, personalized player care to strengthen user stickiness and brand loyalty. 5. Cross-Department Collaboration Collaborate closely with operation, technical and marketing teams to jointly resolve player issues and drive continuous optimization of products and services. Participate in internal project discussions and decision-making, providing professional insights from the customer service perspective to support smooth project delivery. Coordinate cross-departmental resources and workflows to ensure efficient resolution of player issues and lift overall corporate operational efficiency. 6. Team Management Manage daily operations of a 5–10 member customer service team, including shift scheduling, task allocation and real-time performance supervision to sustain high team productivity. Formulate standardized team KPI assessment criteria, conduct periodic performance reviews, and deploy incentive mechanisms to motivate team members for better performance.

1、Professional Experience: 3–5 years of working experience in game or internet product customer service, with a minimum of 1–2 years in team management roles. 2、Language Proficiency: Native Indonesian speaker with fluent Chinese; solid command of written and spoken English to communicate seamlessly with multilingual players and cross-regional teammates. 3、Technical Competencies: Proficient in operating and administrating game customer service platforms, as well as mainstream office software and productivity tools. 4、Market Insight: In-depth understanding of Indonesian gaming culture and player demands, with solid industry knowledge of Indonesia’s game market. 5、Management Skills: Strong team leadership, organization and coordination capabilities to effectively manage, guide and motivate team members. 6、Communication & Problem-Solving: Excellent interpersonal and troubleshooting skills for efficient communication and collaboration with players, internal teammates and cross-functional departments. 7、Stress Tolerance: Able to work under high-pressure environments, and remain calm and patient when handling player complaints and complex service issues.