Customer Service Agent (Gaming Project- 14 September Intake)

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 39,000 - 45,000; Full time

Job summary

TRANSCOSMOS (MALAYSIA) SDN. BHD. is hiring a Customer Service Agent for a Gaming Project. You will handle player inquiries across ANZ and global markets, assist with accounts, gameplay, purchases and technical issues, and escalate complex cases as needed.

Ideal candidates have a diploma or bachelor’s degree (or SPM) with customer service experience, 1–2 years in gaming, strong English communication, and a passion for delivering positive player experiences. Night shifts may be required.

Qualifications

• Diploma or Bachelor's Degree in any field, or SPM qualifications with relevant customer service experience.
• 1–2 years of customer service experience, preferably in gaming/tech/e-commerce.
• 1–2 years of hands-on mobile gaming experience, especially simulation/strategy games.

Responsibilities

• Respond to player enquiries via email, live chat or in-game support.
• Assist players with account access, gameplay, purchases and technical issues.
• Provide clear, accurate responses based on game guidelines and processes.
• Record and maintain details of interactions and resolutions.
• Identify recurring issues and report to relevant teams.

Skills

Customer Service

Mobile Gaming

English Proficiency

Empathy

Education

Diploma or Bachelor's Degree

SPM Qualifications

Job description

Customer Service Agent (Gaming Project- 14 September Intake)

Salary - RM 3500- RM 4000 (Including Allowances) - Salary range not fixed, will be decided based on experience +Interview Performance

We are looking for a Player Support Specialist to provide timely and effective assistance to players. You will assist players with gameplay-related enquiries, account issues, purchases, technical concerns and other support matters while ensuring a positive player experience.

Respond to player enquiries through the assigned support channels, such as email, live chat or in-game support. Serving ANZ and Global Market

Assist players with account access, gameplay, in-game purchases, rewards and other game-related concerns.

Guide players through basic troubleshooting steps for technical issues.

Investigate reported issues and elevate complex cases to the relevant technical or game operations team.

Provide clear, accurate and professional responses based on established processes and game guidelines.

Record and maintain complete details of player interactions and case resolutions.

Identify recurring player concerns, bugs or gameplay issues and report them to the relevant team.

Gather player feedback and share useful insights to support improvements to the game and player experience.

Keep up to date with game features, events, updates and relevant support procedures.

Meet the required service-level, productivity, response-time and quality standards.

About you

Diploma or Bachelor's Degree in any field, or SPM qualifications with relevant customer service experience and a proven ability to deliver positive customer experiences.

Minimum 1–2 years of customer service experience, preferably in the gaming, technology, e-commerce, contact centre or other service-oriented industries.

1–2 years of hands-on mobile gaming experience, particularly in Simulation and Strategy (SLG) games is an added advantage.

Strong verbal and written English communication skills, with the ability to communicate clearly, professionally and courteously with players.

Good understanding of mobile gaming concepts, particularly survival strategy games, including player progression, alliances, resources, in-game events and purchases.

Passionate about providing a positive player experience and supporting players with patience and empathy.

Able to understand player concerns, conduct basic troubleshooting and provide clear and practical solutions.

Takes responsibility for player enquiries and follows through to ensure cases are properly resolved or escalated.

Demonstrates patience, professionalism and composure when managing frustrated players or challenging situations.

Willing to work rotational or night shifts if the operation expands to night-shift coverage after the initial three-month period.

Facilities Management & Outsourced Services 1,001-5,000 employees

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the "Global Digital Transformation Partner" of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.