Live Chat - Customer Service Representative

Newshare Sdn Bhd; Kuala Lumpur; Hybrid; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Shift allowance

Laptop provided

Annual/Medical leave

Job summary

Newshare Sdn Bhd is seeking an energetic and empathetic Live Chat - Customer Service Representative to join our team. You will be the front-line ambassador for our platform, connecting with global users via Live Chat to troubleshoot issues and deliver exceptional service experiences.

In this role you will handle live chat inquiries, log cases in CRM, and collaborate with internal teams to resolve complex questions while maintaining a positive community and high CSAT.

Qualifications

• Prior working experience in customer support, contact center, or service roles.
• Strong verbal and written proficiency in English and Mandarin to support an international user base.
• Customer-centric mindset with problem-solving ability and attention to detail.

Responsibilities

• User Support & Troubleshooting: handle live chat and written inquiries to resolve player issues.
• Community Moderation & Service Excellence: log cases in CRM and meet CSAT standards.
• Cross-Team Collaboration & Case Management: coordinate with internal teams to handle complex inquiries.

Skills

Customer support

English

Mandarin

Education

High School Diploma

Tools

CRM

Job description

Live Chat - Customer Service Representative

We are looking for an energetic and empathetic Customer Support Specialist to join our team. In this role, you will be the front-line ambassador for our platform, connecting directly with global users via Live Chat to troubleshoot issues, maintain a vibrant community, and deliver exceptional service experiences.

What You’ll Be Doing:

• User Support & Troubleshooting: Handle live chat and written inquiries to resolve player issues regarding app features, in-game bugs, and VIP events.
• Community Moderation & Service Excellence: Assist in maintaining a positive community environment, accurately log cases in CRM, and consistently meet high customer satisfaction (CSAT) standards.
• Cross-Team Collaboration & Case Management: Coordinate with internal support teams to handle complex player inquiries and track case statuses to ensure smooth and efficient workflows.

What We’re Looking For:

• Prior working experience in customer support, contact center, or service roles
• High School Diploma or above; Fresh Graduates with a passion for CS are warmly welcomed!
• Strong verbal and written proficiency in English and Mandarin to effectively communicate and support an international user base
• Customer-centric mindset, Strong problem-solving ability, Patience, and Attention to detail
• Willing and able to work on rotating shifts (including weekends/public holidays if scheduled)

What We Offer:

• Attractive basic salary + KPI + Shift Allowance
• Comprehensive EPF, SOCSO, EIS, and Annual/Medical Leave
• WFH on night shifts, weekends, and public holidays; Laptop & Phone are provided
• Clear career progression path and on-boarding training
• Casual dress code, pantry snacks, regular team bonding activities, and a friendly team environment!