Customer Service 客服

Newshare Sdn Bhd; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A gaming support company in Kuala Lumpur is seeking a customer support representative to respond to player inquiries and resolve issues related to the app and account management. The ideal candidate should have a passion for gaming, communicate in both Mandarin and English, and possess excellent problem-solving skills. Responsibilities include moderating forums and meeting performance metrics to ensure customer satisfaction. An opportunity to work in a dynamic environment and assist gamers worldwide.

Qualifications

• Experience in customer service is a plus.
• Strong passion for gaming with knowledge of popular platforms.
• Mandarin / English required. Multilingual skills are a strong advantage.
• Preference for candidates with good comprehension in Traditional Chinese.
• Ability to work in a fast-paced environment and handle multiple tasks.

Responsibilities

• Respond to player inquiries via chat and email promptly.
• Investigate and resolve issues related to the app and account management.
• Escalate complex cases to higher-level support.
• Record customer feedback to improve game performance.
• Provide friendly communication to maintain a positive rapport.
• Moderate forums and social media channels.
• Update customer accounts in the CRM system.
• Monitor and meet performance metrics.

Skills

Excellent verbal and written communication skills

Customer-centric mindset

Problem-solving skills

Typing skills

Education

High school diploma or above

Job description

Responsibilities

Respond to player inquiries via chat, email in a timely and professional manner.

Investigate and resolve issues related to app, bugs, and account management.

Escalate complex cases to higher-level support teams when necessary.

Record and document customer feedback to help improve game performance and user experience.

Provide friendly and empathetic communication to maintain a positive rapport with players.

Moderate forums and social media channels to ensure a safe and enjoyable environment.

Update customer accounts and document support interactions in the customer relationship management (CRM) system.

Monitor and meet performance metrics such as response time, resolution time, and customer satisfaction scores.

Qualifications

High school diploma or above.

Experience in customer service is a plus.

Strong passion for gaming with knowledge of popular platforms.

Excellent verbal and written communication skills.

Mandarin / English required. Multilingual skills are a strong advantage. （We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients）

Preference will be given to candidates with good typing skills and comprehension in Traditional Chinese.

Customer‑centric mindset with problem‑solving skills.

Ability to work in a fast‑paced environment and handle multiple tasks.