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Player Support Executive (Mandarin & English Speaker)
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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
- 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
- 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
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.