Customer Service Agent (Gaming Project- 14 September Intake)

Transcosmos; Kuala Lumpur; On-site; MYR 39,000 - 45,000; Full time

Job summary

Transcosmos Malaysia is seeking a Customer Service Agent for our gaming project intake in September. You will assist players with gameplay-related inquiries, account issues, purchases and technical concerns, ensuring a positive player experience.

The role requires 1–2 years of customer service experience, strong English communication, and a passion for mobile gaming. Shift rotation may apply; opportunities to learn and grow within a fast-paced game support team.

Qualifications

• Diploma or Bachelor's Degree in any field, or SPM qualifications with relevant customer service experience.
• Minimum 1–2 years of customer service experience, preferably in gaming or tech.
• 1–2 years of hands-on mobile gaming experience, especially SLG games is a plus.
• Strong verbal and written English communication skills.

Responsibilities

• Respond to player enquiries through channels such as email, live chat or in-game support.
• Assist players with account access, gameplay, purchases and account issues.
• Guide players through basic troubleshooting steps for technical issues.
• Record and maintain details of player interactions and resolutions.
• Identify recurring concerns and report to relevant teams.
• Keep up to date with game features, events and support procedures.

Skills

Customer service

English proficiency

Mobile gaming experience

Education

Diploma/Bachelor's Degree

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.

Key responsibilities

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 escape

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.