Player Support Executive (Mandarin & English Speaker)

PEOPLE PROFILERS; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer support services provider in Kuala Lumpur is looking for a Customer Support Representative. The role involves providing bilingual support, resolving technical issues, and delivering excellent customer service. Ideal candidates should have a strong interest in gaming and be able to understand customers' perspectives. Fresh graduates are welcome to apply. This position requires working on weekends and public holidays.

Qualifications

• Strong in both written and spoken English and Mandarin.
• Ability to handle customer queries and technical issues efficiently.
• Capable of performing under pressure in a fast-paced environment.

Responsibilities

• Provide customer support via email, chat, and social media.
• Resolve technical issues for customers.
• Translate and report feedback in both Mandarin and English.

Skills

Customer service skills

Bilingual in Mandarin and English

Gaming knowledge

Problem-solving abilities

Job description

Responsibilities

• Providing customer support and technical issue resolution via email, chat, social media and other online platforms.
• To be able to handle multiple concurrent chat and email, outbound calls interactions while addressing frequent start and stops from emails, social media interactions and other online platforms.
• Identifying correcting and advising on technical issues in the customers computer, mobile app and/or video game console.
• Identifying trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.
• Escalating real-time issues to client/supervisor.
• Translate Mandarin to English and vice versa
• Report and minutes writing in Mandarin and/or English

Requirements

• Requires to work on weekends and public holidays with a fixed schedule.
• Strong in both written and communicating in English and Mandarin - in order to liaise with Mandarin speaking associates
• Ability to deliver excellent customer service quality utilizing soft skills
• Able to understand games from a gamers perspective and give in-depth gaming and PC/console troubleshooting support
• Ability to solve and analyse information accurately with appropriate speed and guidelines
• Team player
• Those with strong interest in games are preferred but we do welcome fresh graduates or those without customer service experience and gaming experience