Position Overview

We are seeking an experienced Head of VIP Customer Service Team to establish and lead a dedicated local customer service team in Indonesia. In this role, you will deliver white-glove, tailored service to top-tier mobile gaming high-value players ("Whales") in Indonesia. You are not only a service manager, but also a "personal butler" and "strategic partner" to our high-value users. Your mission is to lead the team to elevate Player Lifetime Value (LTV) and retention rates through emotional connection and data-driven strategies.

Key Responsibilities

1. Team & System Architecture Building

• Team & Office Setup: Recruit and build the local VIP customer service team, and handle the setup and management of the local office in Indonesia.

• Loyalty Program Design: Formulate a VIP player loyalty program tailored to Indonesian cultural nuances.

• SOP Definition: Define VIP player interaction SOPs, including standardized scripts, response time SLAs, and crisis escalation management.

• Performance Management: Establish service performance standards and KPIs, managing and evaluating team members on a daily basis.

2. Deep VIP Relationship Management

• Team Leadership: Lead the team in maintaining long-term, high-touch relationships with top-tier VIP players.

• Crisis De-escalation: Serve as the final escalation handler for high-value player complaints. Utilize high emotional intelligence (EQ) to de-escalate player frustration caused by negative in-game experiences and mitigate player churn.

• Gift & Compensation Operations: Plan and execute gesture compensations, loyalty point redemption programs, and customized physical gift distributions.

3. Management & Risk Control

• Privacy & Item Issuance Control: Implement dual-approval SOPs for VIP player data privacy protection and virtual item issuance.

• Budget & ROI Management: Manage the "appeasement and gift budget," analyzing the ROI between gifting/compensation costs and VIP player revenue contribution.

Qualifications & Requirements

1. Background & Experience

• Experience: 5+ years of VIP customer service management experience in mobile gaming, wealth management (private banking), luxury hospitality guest relations, legal casino VIP relations, or other high-end client service industries.

• Cultural Insight: Deep psychological understanding of Indonesian High-Net-Worth Individuals ("Sultans"), including prestige/face culture ("Gengsi") and local cultural superstitions.

2. Core Skills & Competencies

• Language Skills: Native-level proficiency in Indonesian + Spoken and Listening proficiency in Chinese.

• Office Software Skills: Proficient in standard office software tools (Word, Excel, PowerPoint).

3. Preferred Qualifications (Plus Points)

• Data Analytics: Practical data analysis capability.

• Gamer Mindset: Active mobile game enthusiast with strong familiarity with game mechanics.

• English Proficiency: Working proficiency in English (listening, speaking, reading, and writing).