Customer Service Specialist

iSoftStone; Kuala Lumpur; On-site; MYR 42,000 - 60,000; Full time

Job summary

iSoftStone in Kuala Lumpur, Malaysia seeks an Arabic-speaking Player Customer Support specialist to handle player inquiries, complaints, and localization tasks onsite at KL Sentral. You will interact via live chat, email, and tickets, translating CS content from English to Arabic and contributing to user research.

Ideal candidates have native Arabic, strong English, and customer service experience, with familiarity with gaming communities and a passion for MOBA/FPS games.

Qualifications

• Native-level Arabic proficiency with good written and verbal communication.
• Diploma, Bachelor's degree or above in any relevant discipline.
• Strong English written communication and comprehension.

Responsibilities

• Provide timely and professional customer service to players through multiple channels.
• Respond to player enquiries and manage complaints with empathy and professionalism.
• Collect, analyse and summarize player feedback to improve user experience and localization.

Skills

Arabic language proficiency

English proficiency

Empathy

Communication skills

Problem solving

Customer orientation

Education

Diploma or Bachelor's degree

Tools

Ticketing systems

CRM software

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 good written and verbal communication skills.
• Diploma, 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.
• Strong gaming experience, knowledge of game mechanics, or strong familiarity with gaming communities will be an added advantage.

3. Communication & Customer Service Skills

• Excellent communication and interpersonal skills, with the ability to communicate effectively with users 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 will be highly preferred.
• Fresh graduates with strong communication skills and a genuine passion for gaming are also encouraged to apply.
• 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