about the company
Randstad has recently partnered with one of the leading internet entertainment company specialising in gaming and social networking. They are looking to hire a General Manager to be based in Kuala Lumpur.
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about the job
- Setting up from scratch the BPO company/services here in Malaysia including hiring/expanding the team.
- Establish and oversee overseas customer service branches in line with business strategies, foster a strong subsidiary culture, and promote a positive service environment with effective talent development practices.
- Provide ongoing support to customer service leads across multiple gaming projects, ensuring high-quality front-line support as part of the global customer service ecosystem.
- Continuously optimise work flows and service standards, implement data-driven frameworks and monitoring systems, track key performance indicators (KPIs), and proactively address challenges to deliver an outstanding player experience.
- Gather and analyse user feedback to bridge communication between users and product teams, contributing to product enhancements and overall user satisfaction.
about the manager/team
Fast growing global team.
about the requirements
- Possess over five years of experience in customer service management, including leading and developing multinational teams with more than 50 members.
- Demonstrate a strong customer-focused approach, with a sharp awareness of customer needs, a commitment to enhancing user experience, and a readiness to explore and implement innovative service models.
- Background in entrepreneurship, BPO operations, and building large-scale customer support teams is a plus.
- Experience in the internet or gaming industry is advantageous, particularly for those with a strong interest in SLG (simulation and strategy) games.
- Highly motivated, quick to learn, and driven by challenges, with a strong focus on achieving measurable outcomes.
- Fluent in both Chinese and English, with the ability to work professionally in both languages.
how to apply
To apply online, please click on the appropriate link. Alternatively, please send your resume to desmond.lee@randstad.com[.]my if you are interested in the job.