Jobs
| Customer Service Manager | |
| Location: | Austin |
| Description | |
NCsoft West, the U.S. branch of NCsoft, the world’s largest independent developer and publisher of online computer games is seeking talented candidates for a Customer Service Manager position in its North Austin office.
This person manages a staff of Customer Service Representatives and ensures that customers are retained, satisfied, and that their needs are fulfilled. Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs.
Job Functions
· Support and mentor CS staff regarding policy and procedure.
· Prioritize daily operational tasks required to ensure efficiency and effectiveness.
· Responsible for maintaining an effective schedule for the team.
· Provide metrics analysis and reporting to management.
· Coordinate with the quality assurance, support, and development teams to identify potential issues and work to find solutions.
· Manage the operation of the inbound call center for Technical Support and Account/Billing Support.
Requirements
· Bachelor’s degree and 5+ years experience in Customer Support or related applicable experience
· Previous experience leading a team
· Previous experience working with MMOG support
· Strong written and verbal communication skills
· Familiarity with standard practices and procedures in the Customer Support field
· Familiarity with PC gaming and multiplayer online gaming including experience with the current generation MMO titles
· Ability to analyze situations and provide strategic direction for the team
· Ability to handle high stress situations and manage irate customers
· Schedule flexibility
A casual work environment, comprehensive benefits and competitive salary are all part of the package. | |
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