Customer Service

PT. Garena Indonesia; Jakarta Barat; Remote; IDR 89,280,000 - 133,920,000; Part time

Job summary

PT. Garena Indonesia is seeking a proactive customer support contractor to assist players in the Pakistan region. You will troubleshoot issues, respond to inquiries via a ticketing system, and escalate unresolved cases while ensuring timely follow-ups and effective communication.

You will contribute to improving support processes, monitor Play Store reviews, and assist with game operations such as bug testing and issue verification. Urdu language proficiency is a plus.

Qualifications

• Minimum 1 year of experience in customer support via email or ticketing systems.
• Strong written communication with clear grammar.
• Familiarity with ticketing systems (e.g., Zendesk) and Google Workspace tools.
• Ability to follow workflows and adapt to new tools quickly.
• Comfortable working independently and in a team.
• Urdu language proficiency is a plus.

Responsibilities

• Serve as the first contact to troubleshoot issues for players in the PK region.
• Respond promptly to inquiries using the ticketing system.
• Investigate, troubleshoot, and resolve customer issues following established workflows and policies.
• Escalate complex or unresolved cases to the relevant departments or teams as needed.
• Ensure timely follow-ups and provide status updates for pending cases.
• Monitor, reply to, and elevate issues in Google Play Reviews.
• Contribute feedback or suggestions to improve support processes and player experience.
• Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems.

Skills

Strong written communication

Ticketing systems (Zendesk)

Google Workspace

Follow workflows

Independent and team player

Urdu language proficiency

Tools

Zendesk

Google Docs/Sheets

Job description

• Serve as the first point of contact to troubleshoot technical and other issues for our players in the Pakistan (PK) region.
• Tend to gamers’ inquiries promptly and accurately using the ticketing system.
• Investigate, troubleshoot, and resolve customer issues efficiently, following established workflows and policies.
• Escalate complex or unresolved cases to the relevant departments or teams as needed.
• Ensure timely follow-ups and provide status updates for pending cases.
• Monitor, reply to, and elevate issues in Google Play Reviews.
• Contribute feedback or suggestions to improve support processes and player experience.
• Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems.

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• Minimum 1 year of experience in handling customer support through email or ticketing systems is preferred.
• Strong written communication skills with excellent grammar and clarity.
• Familiarity with ticketing systems (e.g. Zendesk) and Google Workspace tools (Docs, Sheets, etc.) is an advantage.
• Ability to follow workflows and adapt to new tools or processes quickly.
• Comfortable working independently and as part of a team.
• Proficiency in Urdu language is a plus.

This position is offered on an independent contractor basis.

Headquartered in Singapore, Garena was founded in 2009 by Forrest Li and his friends as they aspired to transform their passion for entrepreneurship into a great company. Forrest named the company "Garena," a play on the words "global arena". Since its inception, Garena has seen unprecedented growth and become a leading platform provider for online and mobile entertainment and communication across Southeast Asia, Taiwan and Hong Kong, serving millions of users.

In 2010, Garena launched its first product, Garena+, an online game and social platform for people to meet, chat and play games with each other. By combining a communications tool with compelling digital content, Garena re-invented the business model for online games in Southeast Asia and created a true platform with strong network effects. Since its launch, many premium micro-transaction based online games have been exclusively available on Garena+ including three of the most popular titles in Southeast Asia: League of Legends, Heroes of Newerth, and FIFA Online 3.

Since then, Garena has steadily innovated by adding successful extensions to its original platform:

In 2012, Garena launched TalkTalk, a highly engaging real-time voice and video communication platform.

In 2013, it launched BeeTalk, the first indigenous mobile social network in Southeast Asia. The BeeTalk mobile app helps people create new relationships and join communities based on locations and interests. It has become one of the most popular and fastest growing apps in the region.

Most recently, in 2014 it launched AirPay, one of Southeast Asia's fastest growing payments networks and a key tool for bridging the 'digital divide' to provide accessible financial services in emerging markets. Garena users can pay for online games, telephone bills, utilities, and e-commerce transactions on the AirPay network - regardless of whether they have a bank account or credit card.

The combination of PC and mobile, content and communications, and microtransactions and payments is the foundation of Garena's compelling value proposition to both its millions of users and its trusted content and e-commerce partners.