Who Are We?
At HoYoverse, we are committed to creating immersive virtual world experiences for players around the world. In addition to game products such as Genshin Impact, Honkai Impact 3rd, Tears of Themis, and Honkai: Star Rail, HoYoverse also launched the dynamic desktop software N0va Desktop, the community product HoYoLAB, and created a variety of products such as animations, comics, music, novels, and merchandise around our original creative concept.
Adhering to our mission of Tech Otakus Save the World, we have always been committed to technology research and development, exploring cutting-edge technologies, and have accumulated leading technical capabilities in cartoon rendering, artificial intelligence, cloud gaming technology, and other fields.
HoYoverse is actively engaged in globalization, with offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.
When you apply to a position with HoYoverse, we will process your personal data. To learn more about how we process your data, we encourage you to review our comprehensive Global Applicant and Candidate Privacy Policy. This policy provides detailed insights into how your information is collected, used, and protected throughout the application process.
What You Will Do:
- Overall responsibility for handling payment-related customer feedback (including payment failures, refunds, and payment delays), ensuring accurate and efficient resolution of payment issues
- Participate in the formulation and continuous updating of policies and processes related to payment operations, ensuring compliance with industry standards and legal regulations, and enhancing the overall ability of the customer service team to handle payment issues
- Proactively identify and manage risks and pain points in the payment issue handling process, develop and implement preventive and optimization measures to reduce the occurrence of payment-related issues
- Collect and analyze user feedback on payment issues, monitor key performance indicators (KPIs), provide insights and suggestions to the team, and collaborate with product and technical teams to drive optimizations and improve user experience
- Work closely with internal teams (such as Operations, Legal, etc.) and payment service providers to resolve complex payment issues and ensure the smooth operation of payment processes
What We Are Looking For:
- Bachelor's degree (or above), with a minimum of 3 years of experience in customer service or payment issue handling, preferably in the gaming or related industry
- Excellent written and spoken proficiency in both Chinese and English
- Candidates with a background in law or finance are preferred
- Understanding of the global gaming industry and its payment ecosystem, familiarity with various international payment methods, policies, and processes
- Strong logical and analytical abilities with excellent problem-solving skills, able to proactively initiate and drive issue resolution with a strong sense of ownership
- Good communication and policy formulation skills, with a balance of attention to detail, efficiency, and accuracy
We are an equal opportunity employer that believes diverse backgrounds are key to bringing our concepts to life. If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team.
Malaysia
