Customer Service Specialist

iSoftStone; Kuala Lumpur; On-site; MYR 33,000 - 60,000; Full time

Job summary

iSoftStone is seeking a proactive Player Support specialist in Kuala Lumpur, onsite at KL Sentral, to serve Arabic-speaking players across live chat, email, and tickets. The role emphasizes fast, accurate responses and a friendly tone to ensure high player satisfaction.

You will investigate inquiries, manage complaints, and translate and localize customer service content from English to Arabic, contributing to a seamless, localized user experience across gaming platforms.

Qualifications

• Native-level Arabic proficiency with excellent written and verbal communication skills.
• Bachelor's degree or above in any discipline.
• Good command of English, particularly in written communication and comprehension.

Responsibilities

• Provide timely and professional customer service to players through live chat, email, support tickets, and App Store reviews.
• Assist players with account, gameplay, technical, and general service-related enquiries to enhance overall user satisfaction.
• Respond to player enquiries and handle complaints in a professional and empathetic manner.
• Investigate and resolve customer issues within the scope of responsibility, escalating complex or critical cases when necessary.
• Follow established customer service procedures and escalation guidelines.
• Collect, analyse, and summarise player feedback, suggestions, and common issues.
• Identify recurring user concerns and provide insights to relevant business or product teams.
• Support user research activities when required to better understand player needs and improve the overall user experience.
• Support the localization of customer service materials, including FAQs, email templates, response scripts, help centre content, and other support resources.
• Translate and localize customer service content from English to Arabic, ensuring accuracy, cultural relevance, and a natural tone for Arabic-speaking users.

Skills

Native Arabic

Excellent communication

Empathy and patience

Problem-solving

English proficiency

Gaming passion

Teamwork/interpersonal

Education

Bachelor's degree or above

Tools

Microsoft Word

Microsoft Excel

Ticketing systems

Job description

A leading global technology group, renowned for its extensive ecosystem of digital services and platforms. With a strong presence in cloud computing, mobile 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:

1.Player Customer Support

• Provide timely and professional customer service to players through multiple channels, including live chat, email, support tickets, and App Store reviews.
• Assist players with account, gameplay, technical, and general service-related enquiries to enhance overall user satisfaction.

2.Enquiry & Complaint Management

• Respond to player enquiries and handle complaints in a professional and empathetic manner.
• Investigate and resolve customer issues within the scope of responsibility, escalating complex or critical cases to the Headquarters / relevant internal teams when necessary.
• Follow established customer service procedures and escalation guidelines.

3.User Feedback & Research

• Collect, analyse, and summarise player feedback, suggestions, and common issues.
• Identify recurring user concerns and provide insights to relevant business or product teams.
• Support user research activities when required to better understand player needs and improve the overall user experience.
• Support the localization of customer service materials, including FAQs, email templates, response scripts, help centre content, and other support resources.
• Translate and localize customer service content from English to Arabic, ensuring accuracy, cultural relevance, and a natural tone for Arabic-speaking users.

Qualifications & Requirements:

1.Language & Education

• Native-level Arabic proficiency with excellent written and verbal communication skills.
• Bachelor's degree or above in any relevant discipline.
• Good command of English, particularly in written communication and comprehension.

2.Gaming Passion

• Strong passion for video games, particularly MOBA and/or FPS games.
• Extensive gaming experience, knowledge of game mechanics, or strong familiarity with gaming communities will be an added advantage.
• Candidates with significant gameplay hours and demonstrated expertise in relevant game genres are highly encouraged to apply.

3.Communication & Customer Service Skills

• Excellent communication and interpersonal skills, with the ability to communicate effectively with players from diverse backgrounds.
• High level of empathy, patience, and emotional intelligence when handling customer enquiries and complaints.
• Strong problem-solving skills with a customer-oriented mindset.
• Previous experience in customer service, player support, gaming operations, or the gaming industry will be highly preferred.
• Fresh graduates with strong communication skills and a genuine passion for gaming are also encouraged to apply.
• Proficient in Microsoft Office, particularly Microsoft Word and Excel.
• Comfortable working with customer service platforms, ticketing systems, and other digital support tools.

Working Arrangement:

• Working Hours: 8 working hours per shift, excluding a 1-hour meal break
• Shift Schedule: Rotational shifts : Shift A: 9:00 AM – 6:00 PM; Shift B: 1:00 PM – 10:00 PM
• Working Location: Onsite, office at KL Sentral