Customer Support

FIT Pioneer Resources; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A gaming company in Kuala Lumpur is seeking a Customer Service Representative to enhance user satisfaction through engaging communication with players. Candidates should be native in Indonesian or Malaysian and proficient in English or Mandarin, with a strong passion for gaming. Responsibilities include providing support across various channels and processing player inquiries. Benefits include a competitive salary, a comfortable work environment, and medical support.

Benefits

Competitive salary

Clean and comfortable working environment

Medical subsidies and insurance

Annual leave

Qualifications

• Native proficiency in either Indonesian or Malaysian, with a bachelor's degree or higher.
• Strong passion and understanding of games, especially MOBA/FPS genres.
• Great communication and empathy skills to assist players appropriately.
• Experience in customer service or the gaming industry is a bonus.
• Proficiency in MS Office tools including Word and Excel.

Responsibilities

• Provide customer support to players through multiple communication channels.
• Address player inquiries and escalate issues as necessary.
• Maintain friendly interactions with players, handling complaints effectively.
• Gather and relay player feedback to improve game products.
• Conduct user research to enhance game offerings.
• Assist in localizing service materials such as FAQs and email templates.

Skills

Native in Indonesian or Malaysian

Proficiency in English or Mandarin

Excellent communication skills

Passion for games

Competency in MS Office

Education

Bachelor's degree or above

Job description

Requirements

• Native in Indonesian or Malaysian, bachelor or above degree; proficiency in English or Mandarin;
• Passion in games and preferably have a good understanding of moba/FPS games. Total game hours and expertise level will be a plus.
• Excellent communication skills, high empathy level, ability to understand the player's feelings and give them care and support; Be responsible for player requests and give timely reply.
• Job experience in customer service or game industry will be highly preferred.
• Competency in MS office incl. word, excel etc.

Responsibilities

• Provide customer service to players via lM communication, emails, tickets etc., to improve user satisfaction and promote game branding.
• Respond to specific questions and issues from players; get headquarter team's support to understand and solve the issue.
• Conduct friendly communication with players, respond to game inquiries, and deal with user complaints.
• Collect and summarize players' suggestions on game products, provide timely feedback to Dlayers once got confirmed.
• Conduct user research on game product through questionnaires or online communication.
• Support service localization incl. FAQ, email, script etc.

Benefits

• Competitive salary
• Clean and comfortable working environment
• Have corresponding medical subsidies, medical insurance and annual leave in corresponding months