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Customer Service Team Lead
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Gravity Interactive is the North American wholly-owned subsidiary of Gravity Co., Ltd. – one of the most prominent online game publishers in South Korea, which now operates several subsidiaries across the globe. With the great success of Ragnarok Online, one of the first PC MMORPGs that inspired a generation of RPG fans, Gravity Interactive strives to become a major publisher in the online gaming industry that lives up to its reputation through continuous servicing of the currently existing online games as well as a wide variety of new and innovative entertainment contents to gamers in North America and beyond.
Role DescriptionThis is a contract remote role for a Customer Service Team Lead at Gravity Interactive, Inc. The Team Lead will be responsible for managing customer service operations, ensuring customer satisfaction, providing customer support, and effective communication within the team.
Duties and ResponsibilitiesResponsible for resolving users inquiries, disputes, complaints and ensuring users satisfactionCollect, investigate, and process various data regarding in-game issues, exploits and bugsDocument and update requests for support to have resolutionsAct as a liaison between users and various internal departmentsProvide technical or quality game support to users and other related issuesManage the Customer Support teamPrepare weekly reports regarding the status of the customer support matters
Skills and Requirements:Proficiency with computers, Microsoft Word, Excel, Outlook, Access, and Internet.Problem solving skill is a mustExcellent verbal and written communication skillsOrganizational and time management skillsStrong attention to detail and follow- through skills on User issuesTeam-oriented professional work attitude with the ability to work independentlyPrevious customer service experience and a commitment to superior customer satisfactionGame industry experience is desiredFamiliarity with PC gaming and MMORPGsPositive and professional attitudeFluent Brazilian PortugueseLive in BrazilAdvanced English reading and writing skillsKorean language skill is a plusInternational travel may be required
