Game Customer Service

Titan Link; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Five insurances and one fund

Annual physical examination

Paid annual leave

Sick leave benefits

Employee game benefits

Regular team building activities

Job summary

Titan Link in Kuala Lumpur is hiring game customer service personnel to respond to players in Chinese and English across online chat and email channels. You will document issues, coordinate with operations/R&D, and help maintain a positive game community while delivering timely information about games and activities.

Ideal candidates have 1+ year of game customer service experience, strong communication, and resilience to work a 24-hour shift system with weekend/public holiday coverage.

Qualifications

• Fluent in Chinese and English (listening, speaking, reading and writing).
• Good communication skills, patience and empathy.

Responsibilities

• Respond to players' inquiries promptly and professionally via online chat and email.
• Record problems and feedback, classify and relay to relevant departments.
• Maintain game community order and handle player complaints and negative feedback.
• Keep knowledge base updated and assist in daily CS tasks.

Skills

Bilingual English/Chinese

Communication skills

Empathy

Patience under pressure

Flexibility for shifts

Tools

Office software

Job description

【Company Introduction】We are an enterprise focusing on game R&D and operation, with business covering many regions around the world. Due to the development needs of our business in Malaysia, we are sincerely recruiting game customer service personnel to provide professional and efficient services for players and help optimize the game ecosystem continuously.

Respond to players' inquiries promptly and professionally through multiple channels such as online chat and email, answer various questions related to game gameplay, account management, recharge, technical failures, etc., and improve player experience and satisfaction.

Accurately record the problems and suggestions feedback by players, sort and classify them, synchronize to relevant departments such as operation and R&D, track the progress of problem handling, and ensure closed-loop solution.

Assist in maintaining the order of the game community, handle player complaints and negative feedback in a timely manner, comfort players' emotions patiently, and maintain the company's brand image.

Proficiently master the gameplay, update content and activity rules of the company's games, and take the initiative to deliver game-related information and activity benefits to players.

Cooperate with the team to complete daily customer service work, participate in the improvement and update of the customer service knowledge base, and improve service efficiency and professionalism.

Aged 20-35, educational background is not limited. More than 1 year of relevant game customer service experience is preferred; those familiar with various online games and mobile games are preferred.

Fluent in Chinese and English (listening, speaking, reading and writing), able to communicate with players proficiently in both languages, and accurately understand and convey the needs of both parties.

Good communication skills, patience and empathy, able to flexibly respond to various player demands, and strong pressure resistance.

Willing to work 24-hour shift system (including weekends and public holidays), obey the shift arrangement, and enjoy triple salary subsidy when on duty on public holidays.

Familiar with basic computer operations, proficient in using office software and common customer service tools; experience in operating relevant customer service systems is preferred.

Passionate about the game industry, understanding the game industry culture and player psychology, with strong sense of responsibility and team cooperation awareness.

Benefits:

• Five insurances and one fund
• annual physical examination
• paid annual leave
• sick leave holiday benefits
• employee game benefits
• and regular team building activities.

Development:

• Comprehensive pre-job training
• regular skill improvement training
• clear internal promotion channels to help personal career growth.