Customer Service Executive

iSoftStone; Kuala Lumpur; In loco; MYR 36.000 - 58.000; Tempo pieno

Descrizione del lavoro

iSoftStone in Kuala Lumpur, Malaysia, is seeking a customer support specialist with a passion for gaming to assist players through live chat, email, and tickets. You will collect feedback and help translate materials into accurate Malay, ensuring smooth communication with a diverse player base.

The role requires fluency in Chinese and Malay, strong English, and a diploma or bachelor’s degree. Prior gaming or customer service experience is desirable, with a 5-day workweek and 8-hour shifts.

Competenze

• Native or fluent in Chinese and Malay.
• Good command of English (written and spoken).
• Diploma or Bachelor’s degree holder in any field.

Mansioni

• Provide timely, professional customer support to players via live chat, emails, support tickets, and reviews.
• Handle inquiries, feedback, and complaints with timely follow-up and resolution.
• Escalate complex issues to headquarters teams when needed.
• Collect and summarize player feedback; support user research for product improvements.
• Support localization efforts, including Malay-friendly FAQs and scripts.

Conoscenze

Chinese language

Malay language

English language

Formazione

Diploma or Bachelor's degree

Descrizione del lavoro

A leading global technology conglomerate renowned for its extensive ecosystem of digital services and platforms. With a strong presence in cloud computing, gaming, social media, and enterprise solutions, the organization supports millions of users and businesses worldwide. It emphasizes innovation, scalability, and security, making it a key player in driving digital transformation across various industries.

Job Responsibilities:

• Provide timely and professional customer support to players through live chat, emails, support tickets, app store reviews, and other communication channels to enhance user satisfaction.
• Handle players' inquiries, feedback, and complaints, ensuring timely follow-up and resolution.
• Escalate complex issues to the relevant headquarters teams when necessary.
• Collect, organize, and summarize player feedback and suggestions. Assist in conducting user research based on business needs to support service and product improvements.
• Support customer service localization, including FAQs, email templates, customer service scripts, and other relevant materials, ensuring accurate and natural communication in Malay.
• As business requires, the employee may be placed on standby or temporarily assigned other tasks. Such assignments will remain within the scope of the role's core competencies and will not materially deviate from the core responsibilities of the original position.

Position Requirements:

• Malaysian citizen with native or fluent both Chinese and Malay language proficiency. Good command of English, both written and spoken.
• Diploma or Bachelor Degree holders in any courses.
• Passionate about gaming, particularly MOBA and FPS games. Familiarity with relevant games, extensive gaming experience, or in-depth game knowledge will be an advantage.
• Excellent communication and interpersonal skills, with strong empathy and a customer oriented mindset.
• Previous experience in customer service, customer support, call centers, or the gaming industry will be highly preferred.
• Proficient in Microsoft Office applications, including Word and Excel, with basic documentation and data-handling skills.

Additional Information:

• Work 5 days per week, with 8 working hours per day, excluding a 1-hour lunch break.