AI-Driven Game Operations & Support Specialist

Garena; Singapore; Presencial; SGD 55.000 - 75.000; Jornada completa

Descripción de la vacante

Garena is seeking a candidate to create, optimize, and maintain AI agents on our inhouse CRM platform. You will lead deployment of AI-driven customer service solutions and collaborate with technical teams to integrate these tools into existing workflows.

The role emphasizes monitoring agent performance, improving CSAT, first reply time, and first-contact resolution while supporting game operations tasks as needed. Strong communication and proactive, independent work style are required.

Formación

• Strong analytical, problem-solving and project management skills.
• Excellent written communication with good grammar and clarity.
• Process-oriented mindset with ability to spot workflow gaps and suggest improvements.
• Proactive and able to work independently in a fast-paced environment.

Responsabilidades

• Create, optimize and maintain AI agents on an inhouse CRM platform.
• Lead deployment of AI-driven solutions for customer service operations.
• Collaborate with technical teams to integrate AI into workflows.
• Monitor AI agent performance using ticket data and metrics.
• Improve CSAT, first reply time and first-contact resolution.

Conocimientos

Analytical thinking

Problem solving

Project management

Communication skills

Independence

Educación

Bachelor's Degree or above

Descripción del empleo

Garena is seeking a candidate to create, optimize, and maintain AI agents on our inhouse CRM platform. You will lead deployment of AI-driven customer service solutions and collaborate with technical teams to integrate these tools into existing workflows.

The role emphasizes monitoring agent performance, improving CSAT, first reply time, and first-contact resolution while supporting game operations tasks as needed. Strong communication and proactive, independent work style are required.