Customer Service Specialist

BIGO; Kuala Lumpur; On-site; MYR 48,000 - 64,000; Full time

Job summary

Bigo Live in Kuala Lumpur is seeking a Customer-focused User Operations professional to bridge users and the platform, translating feedback into service improvements. You will manage daily communications via WhatsApp backend, SVIP group chats, and privilege redemptions to ensure premium users receive prompt, high-quality support.

Ideal candidates have 1-2 years in customer service or community management, strong communication skills, and the ability to multitask under pressure while maintaining

Qualifications

• Bachelor's degree, based in Kuala Lumpur, fluent in English and Chinese/Malay.
• Strong customer service orientation - empathetic, patient, and professional in user communication.
• 1-2 years of experience in customer service, user operations, or community management preferred.
• Excellent communication and coordination skills; able to manage multitasking and handle large volumes of user inquiries efficiently.
• Strong execution, responsibility, and attention to detail; able to perform well under pressure.

Responsibilities

• Act as the bridge between users and the platform - understand user feedback, needs, and expectations, and translate them into actionable service improvements.
• Manage daily user communication channels, including WhatsApp backend, SVIP group chats, and SVIP privilege redemptions, ensuring premium users receive prompt and high-quality support.
• Support user communication and issue resolution during events, monitor real-time feedback, and ensure smooth execution.
• Collect and analyze user feedback and inquiries regularly to identify improvement opportunities and enhance user satisfaction.

Skills

Customer service

Communication

Multitasking

Attention to detail

Education

Bachelor's degree

Tools

WhatsApp backend

Job description

Bigo Live - MY - User Operations (Customer-focused)

Main Responsibilities:

• Act as the bridge between users and the platform - understand user feedback, needs, and expectations, and translate them into actionable service improvements.
• Manage daily user communication channels, including WhatsApp backend, SVIP group chats, and SVIP privilege redemptions, ensuring premium users receive prompt and high-quality support.
• Support user communication and issue resolution during events, monitor real-time feedback, and ensure smooth execution.
• Collect and analyze user feedback and inquiries regularly to identify improvement opportunities and enhance user satisfaction.

Job Requirements:

• Bachelor's degree, based in Kuala Lumpur, fluent in English and Chinese/Malay.
• Strong customer service orientation - empathetic, patient, and professional in user communication.
• 1-2 years of experience in customer service, user operations, or community management preferred.
• Excellent communication and coordination skills; able to manage multitasking and handle large volumes of user inquiries efficiently.
• Strong execution, responsibility, and attention to detail; able to perform well under pressure.