游戏客服
VN
Remote Details
Open Country：Malaysia | Taiwan | Thailand
Language Requirements：Chinese
一、岗位职责
- 玩家咨询处理：通过在线客服、工单系统、邮件、社区等渠道，及时响应玩家咨询，解答游戏玩法、活动规则、账号、充值等相关问题
- 问题排查与反馈：受理并跟进玩家反馈的 BUG、卡顿、掉线、充值未到账等异常问题，准确记录并流转至研发/技术团队，跟踪处理进度并回访闭环
- 账号与安全处理：处理账号找回、封禁申诉、实名认证、防沉迷等账号类问题；配合处理外挂举报、违规言论、交易纠纷等安全与风控事务
- 充值与退款：处理支付异常、重复扣款、退款申请等订单问题，核对流水并按流程提交处理，确保资金与玩家权益合规
- 活动与版本支持：熟悉游戏版本更新、运营活动内容与规则，在活动上线、版本更新、服务器维护等关键节点做好玩家解释与情绪安抚
- 舆情与社区维护：关注官方社群、论坛、应用商店评论等渠道的玩家声音，及时响应负面舆情，收集玩家意见与建议并整理上报
- 数据记录与复盘：按要求完成工单录入、问题分类、日报周报数据统计，沉淀高频问题与解决方案，参与知识库/FAQ 维护与优化
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Posted on 20 Sep 2026
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