• Handling complaints and feedback received from customers.
• Providing explanations about products to inquiring customers.
• Providing the latest information regarding products, transactions, and platform updates through available channels.
• Periodically updating the sales needs of products on the platform.
• Creating user feedback reports.

• Having familiarity in the gaming industry and digital products, especially in buying and selling experience, would be highly considered.
• Able to work in 24-hour shifting schedule, with 5 working days per week (including weekends or public holidays if required).
• Experienced in Customer Service is a plus.
• Able to communicate clearly and effectively both verbally and written; proficiency in English is a plus.
• Able to multitask with great time management in a fast-paced work environment.
• Able to work in a team and individually, with high initiative to contribute to problem-solving.
• Proficient in operating Ms. Office, Google Workspace, and Notion are a plus.

The post User Happiness Freelance appeared first on VCGamers.

VCGamers is a digital game marketplace platform that connects sellers and buyers for safe and convenient transactions. Founded as a gamer community in 2019, we have evolved into a trustworthy e-Commerce platform for trading virtual gaming products in 2021.

We offer the best experience to trade, socialize, and discover updates through our platform because we believe that gamers not only want to trade products but also want to socialize and connect with others. Our marketplace facilitates these needs and provides a secure environment for trading.

Job description

• Plan, Manage, Report & Evaluate User Happiness Team Activities.
• Increase retention rates.
• Improve the service quality of the User Happiness team.
• Checking the routine of the User Happiness Team.
• Responsible for User Happiness member performance to Compensation and Benefits.
• Working on User Happiness Lead routines
• Recruit User Happiness members (if needed).
• Improve workflow according to User Happiness SOP.
• Maintain relationships with external partners related to User Happiness.

Job requirements

• Education & Experience
  • Minimum Bachelor's degree in any major.
  • Minimum 3 years of experience in Customer Service/Customer Experience, with at least 1 year in a supervisory or team lead position.
  • Experience in the gaming, e-commerce, or tech startup industries is a plus.

• Skills & Competencies
  • Able to develop, implement, and evaluate customer service SOPs.
  • Able to create team performance reports (daily, weekly, monthly) and present them to management.
  • Understands and is able to analyze CX metrics such as CSAT, NPS, FCR, and response/resolution time.
  • Familiar with Customer Support tools (Freshdesk, Zendesk, or similar platforms).
  • Able to conduct recruitment and candidate selection for the team.
  • Understand compensation & benefits concepts in relation to performance evaluation.
  • Strong leadership skills — able to guide, motivate, and develop team members.
  • Excellent communication and negotiation skills, including managing relationships with external partners.
  • Data-driven in decision-making.
  • Proactive problem-solving skills and ability to work under pressure.
  • Detail-oriented in monitoring team routines and SOP compliance.
  • Able to communicate in English, both written and spoken.
  • Understand the ecosystem and business of the gaming industry.

The post User Happiness Lead appeared first on VCGamers.