Local VIP Support Coordinator

  • Beijing, China
  • Full-time

Company Description

A leading digital and social game publisher, Gameloft® has established itself as one of the top innovators in its field since 2000. Gameloft creates games for all digital platforms and with an audience of 157 million monthly users offers via Gameloft Advertising Solutions a unique level of visibility and involvement to advertisers. Gameloft operates its own established franchises such as Asphalt®, Order & Chaos, Modern Combat and Dungeon Hunter and also partners with major rights holders including Universal, Illumination Entertainment, Disney®, Marvel®, Hasbro®, Fox Digital Entertainment, Mattel® and Ferrari®. Gameloft distributes its games in over 100 countries and employs 6,000 people worldwide. Gameloft is a Vivendi company.

Job Description

1.Train and guide the VIP support team in building strong relationships with high spenders, providing excellent service and a tailored gaming experience

2.Manage the VIP support team’s schedule to ensure optimal coverage

3.Take over escalated VIP customer issues and identify solutions

4.Develop the VIP re-engagement and VIP loyalty bonus programs and liaise with relevant teams (development, monetization, CRM, etc) to set them up

5.Set up targets, monitor VIP customers’ behavior and provide regular reporting on the results of the programs above

6.Gather feedback from VIP players to improve the service offered

Qualifications

1.Proficient computer skills in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)

2.Excellent written and spoken Chinese + at least upper-intermediate English

3.Minimum 2 years of experience in customer support / marketing in gaming industry

4.Preferably previous experience with handling VIP customers

5.Strong knowledge of the industry’s best practices for VIP customers management

6.Detail-oriented with strong organizational skills

7.Independent and able to use initiative to find solutions

8.Ability to multi-task while remaining approachable

9.Genuine passion for providing excellent service

Additional Information

Please submit your CV, cover letter and portfolio (if applicable).

Please note that only selected candidates will be contacted and your CV will be saved in our files for a period of 6 months.

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