I. Job Responsibilities1. Handle daily inquiries and in-game issues from high-value Brazilian/Latin American users online, ensuring timely responses and accurate solutions to guarantee player satisfaction 2. Identify and address high-risk signals such as user churn alerts, escalated complaints, and negative publicity; maintain professionalism and composure during emotionally charged situations to prevent the situation from escalating 3. Build long-term trust with high-value users through holiday greetings, daily interactions, and proactive follow-ups, transforming "one-time service" into "ongoing support." 4. Continuously collect, summarize, and report issues and suggestions from Brazilian/Latin American users to provide first-hand data support for product optimization. 5. Collaborate with operations, product, and cross-functional teams to resolve complex issues, jointly maintain user relationships, and secure the best possible solutions for users within established guidelines. 6. Distill best practices and service methodologies, contribute to the team knowledge base, and drive service process optimizationII. Job Requirements 1. Near-native proficiency in Portuguese (Brazilian Portuguese preferred), with fluency in speaking, listening, reading, and writing. Familiarity with Brazilian/Latin American customs, culture, and internet slang is required; candidates with a background in studying or living in Brazil are preferred. Basic Chinese communication skills are a plus. 2. At least 1 year of customer service experience; candidates with VIP user service experience or experience handling complex complaints are preferred 3. Passion for the gaming industry; excellent user insight; ability to identify users' underlying emotional needs beyond surface-level requests; and a tendency to seek alternative solutions within established guidelines rather than simply rejecting requests