Customer Service Representative (Game)

Career Wise; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A gaming industry service provider is seeking a Customer Service Representative (Game) in Kuala Lumpur. The successful candidate will respond to player inquiries, assist in resolving game-related issues, and collaborate with diverse teams. Ideal applicants have experience in customer service, excellent communication skills, and a passion for gaming. Proficiency in multiple languages is essential for effective interaction with international customers. This position requires flexibility in shifts, including nights and weekends.

Qualifications

• Previous experience in a customer service role, preferably in the gaming industry.
• Excellent writing and verbal communication skills in English.
• Strong problem-solving skills and the ability to think critically in a fast-paced environment.
• Empathy and patience when dealing with player concerns or frustrations.
• Basic technical knowledge and proficiency in using customer support tools and software.
• Ability to work independently and collaboratively as part of a team.
• Flexibility to work shifts, including weekends and holidays.
• Passion for gaming and an understanding of online gaming culture and trends.
• Proficiency in Malay, English, and Mandarin to communicate with international customers.

Responsibilities

• Respond promptly and professionally to players' inquiries.
• Assist players in troubleshooting and resolving game-related problems.
• Provide guidance on game rules, strategies, and promotions.
• Document and track player interactions and issues.
• Collaborate with other teams to resolve complex player issues.
• Monitor player feedback and identify trends for product improvements.
• Maintain a high level of product knowledge with game updates.
• Contribute to developing customer support processes.

Skills

Customer service experience

Excellent communication skills in English

Problem-solving skills

Empathy and patience

Technical knowledge

Team collaboration

Flexibility in shifts

Passion for gaming

Proficiency in Malay

Proficiency in Mandarin

Job description

About the job Customer Service Representative (Game)

Job responsibilities:

• Respond promptly and professionally to players' inquiries and provide accurate information regarding game features, gameplay, and technical issues.
• Assist players in troubleshooting and resolving game-related problems, including gameplay difficulties, account issues, and payment inquiries.
• Provide guidance and support to players on game rules, strategies, and promotions.
• Document and track player interactions and issues using our designated customer support tool.
• Collaborate with other teams, including the development and quality assurance teams, to escalate and resolve complex player issues.
• Proactively monitor player feedback and identify trends or recurring issues to inform product improvements and updates.
• Maintain a high level of product knowledge and stay up-to-date with game updates, new features, and promotions.
• Contribute to developing and improving customer support processes and resources.

Requirements:

• Previous experience in a customer service role, preferably in the gaming industry.
• Excellent writing and verbal communication skills in English.
• Strong problem-solving skills and the ability to think critically in a fast-paced environment.
• Empathy and patience when dealing with player concerns or frustrations.
• Basic technical knowledge and proficiency in using customer support tools and software.
• Ability to work independently and collaboratively as part of a team.
• Flexibility to work shifts, including weekends and holidays, is required as a night shift agent of 24/7 support.
• Passion for gaming and an understanding of online gaming culture and trends.
• Proficiency in Malay, English and Mandarin as need to communicate with international customers.