Game Operations SpecialistWe are assisting our client, a well-established and rapidly growing game operations company, in recruiting an Online Game Operations Specialist.Work Location: Metroplaza, Hong KongResponsibilities1. Maintain close communication with game project teams (planning, operations, development) to obtain first-hand information on version updates, event launches, and bug fixes, and translate this into clear and executable guidelines for the customer service team to ensure timely and accurate information delivery. 2. Collect, organize, and report recurring and complex issues encountered by the customer service team, driving the project team to improve product experience at the root level. 3. Build, write, maintain, and continuously optimize the game customer service knowledge base (e.g., FAQs, game manuals, process documentation). 4. Develop detailed and standardized customer service SOPs for new features, new events, and complex issues, and ensure their implementation. 5. Create training materials (PPT, documents, videos, etc.), plan and deliver onboarding training for new hires to familiarize them quickly with game products and service standards; organize regular training sessions for the entire team (e.g., new version content, event rules, complaint handling), and evaluate training effectiveness to continuously improve the training system. 6. Establish and implement a quality monitoring system for customer service, conduct periodic checks (e.g., chat logs, ticket responses), and produce quality reports to identify common issues and weaknesses, providing targeted coaching and improvement suggestions. 7. Respond promptly to major operational incidents or system failures, prepare emergency response scripts, and guide the customer service team in execution. 8. Perform other related tasks assigned by management.Best regards,David

Requirements1. Bachelor’s degree or above, with at least 2 years of relevant experience in game customer service. 2. Excellent English proficiency in listening, speaking, reading, and writing; capable of reading, drafting, and communicating effectively in English. 3. Passionate gamer with in-depth understanding of at least one game genre; ability to quickly learn and master company games is preferred. 4. Strong communication and cross-department coordination skills, with the ability to deliver clear and accurate two-way information. 5. Excellent writing skills, capable of drafting structured and professional business documents, SOPs, and training materials. 6. Strong logical thinking, problem analysis, and problem-solving skills. 7. Proactive, highly responsible, and able to perform well under pressure. 8. Prior experience in customer service training, quality assurance, or knowledge base management is preferred; experience in building or optimizing customer service training/QA systems is a plus. 9. Must be a Hong Kong resident, hold a valid Hong Kong work visa, or have a strong academic background qualifying for the Hong Kong Talent Admission Scheme.