About Us

Tencent is a world-leading internet and technology company that develops innovative products and services to improve the quality of life of people around the world. Founded in 1998 with its headquarters in Shenzhen, China, our two guiding principles are to use technology for good and to provide value to our users. Our growth strategy is built upon attracting the best people and creating an amazing work atmosphere that balances the energy of a start-up with the resources of a global innovation leader.

Job Responsibilities

Service operation

Work closely with the headquarters team to quickly implement service strategies, process adjustments, etc
Conduct regional business planning based on team efficiency and capability, to meet business needs; raise the bar and upgrade team value.
Strong customer service capabilities, proficient in the VIP/community/localization/app store review/offline events such as the service channels, can guide and help employees to improve service ability, and achieve performance targets incl. efficiency, quality, satisfaction etc;
Provide suggestions and feedback on CS strategy (quality criteria, SOP & scripts, crisis mgmt. etc.) based on local insight.

Team Management

Effectively manage team by performance management, culture building, effective
communication etc.; sensitive to team feedback and take actions to ensure team stability and development.
Build team capability and ensure the capability level meets the requirements of service needs.
Develop, implement and maintain proper team charter/discipline requirements/job standards in accordance with local regulations.

Regional Publishing Support

Work closely with regional publishing team, support them in special events/tasks and build trust/connection.

Job Requirement:

Bachelor or above degree, professional proficiency level in Chinese and English.
3 years working experience, with at least 1 year working as the team leader in large customer service centers, preferably in telecommunication, financial service, internet service etc. Industry: experience in Chinese or China-related companies is preferred.
Willing to take pressure and embrace change, with strong sense of service and work enthusiasm.
Competency in writing, analysis, communication and presentation skill, and proficiency in Microsoft office.

TEG - Customer Service Team Lead (3rd Party Contract -1 Year Renewable)