Deskripsi pekerjaan
Associate / Senior Associate, Game Operations (Customer Service and AI) berperan krusial dalam mengelola dan mengoptimalkan operasional layanan pelanggan berbasis teknologi kecerdasan buatan. Posisi ini berfokus pada pengembangan agen AI melalui platform CRM internal untuk menghadirkan solusi layanan yang cepat, efisien, dan berorientasi pada peningkatan kepuasan pemain secara menyeluruh. Tanggung jawab harian meliputi pembuatan, pemeliharaan, serta deployment solusi AI untuk operasional customer service, kolaborasi erat dengan tim teknis dalam integrasi alur kerja, pemantauan performa berbasis data metrik tiket, serta peningkatan indikator kinerja seperti skor CSAT dan kecepatan respons. Selain itu, staf ini turut dilibatkan dalam aktivitas penunjang operasional gim seperti pengujian bug dan verifikasi kendala permainan di lapangan.
Tanggung jawab: Create, optimize and maintain AI agents on an inhouse CRM platform; Lead the deployment of AI-driven solutions for customer service operations; Collaborate with technical teams to integrate AI solutions into new or existing workflows; Monitor performance of AI agents using customer ticket data and metrics; Improve customer service related metrics such as CSAT score, first reply time and first-contact resolution; Investigate, troubleshoot, and efficiently resolve customer issues following established workflows and/or policies; Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems; Job Requirements.
Kualifikasi: Bachelor's Degree or above from a reputable university; Excellent written communication skills, including good grammar and clarity; Strong analytical, problem-solving and project management skills; Process-oriented mindset, with the ability to spot workflow gaps and suggest practical improvements; Proactive and able to work independently; Comfortable adapting to a fast-paced working environment; Familiarity and experience with AI tools are preferred; Proven experience in email or ticket-based customer support is an advantage.
Tanggung jawab
- Create, optimize and maintain AI agents on an inhouse CRM platform
- Lead the deployment of AI-driven solutions for customer service operations
- Collaborate with technical teams to integrate AI solutions into new or existing workflows
- Monitor performance of AI agents using customer ticket data and metrics
- Improve customer service related metrics such as CSAT score, first reply time and first-contact resolution
- Investigate, troubleshoot, and efficiently resolve customer issues following established workflows and/or policies
- Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems
- Job Requirements
Kualifikasi
- Bachelor's Degree or above from a reputable university
- Excellent written communication skills, including good grammar and clarity
- Strong analytical, problem-solving and project management skills
- Process-oriented mindset, with the ability to spot workflow gaps and suggest practical improvements
- Proactive and able to work independently
- Comfortable adapting to a fast-paced working environment
- Familiarity and experience with AI tools are preferred
- Proven experience in email or ticket-based customer support is an advantage
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Pendidikan
- S1
- Gaji
- Negosiasi
- Batas lamaran
- 12 November 2026