Customer Service

Garena; Karachi Division; On-site; PKR 60,000 - 150,000; Full time

Job summary

Garena in Pakistan is seeking a customer support specialist to act as the first point of contact for players in the PK region. You will handle inquiries via ticketing systems, troubleshoot issues, and escalate when needed.

The role emphasizes strong written communication, adherence to workflows, and collaboration with teams. Urdu language skills are a plus, and experience with Zendesk and Google Workspace is beneficial.

Qualifications

• 1 year of customer support experience preferred.
• Strong written English; clarity and grammar.
• Familiarity with Zendesk and Google Workspace is a plus.
• Ability to follow workflows and adapt quickly.

Responsibilities

• Serve as the first point of contact to troubleshoot technical and other issues for our players in the PK region.
• Tend to gamers’ inquiries promptly and accurately using the ticketing system.
• Investigate, troubleshoot, and resolve customer issues efficiently, following established workflows and policies.
• Escalate complex or unresolved cases to the relevant departments or teams as needed.
• Ensure timely follow-ups and provide status updates for pending cases.
• Monitor, reply to, and upscale issues in Google Play Reviews.
• Contribute feedback or suggestions to improve support processes and player experience.
• Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems.

Skills

Written communication

Workflow adherence

Team collaboration

Independent work

Urdu language

Tools

Zendesk

Google Workspace

Job description

Job Description

• Serve as the first point of contact to troubleshoot technical and other issues for our players in the Pakistan (PK) region.
• Tend to gamers’ inquiries promptly and accurately using the ticketing system.
• Investigate, troubleshoot, and resolve customer issues efficiently, following established workflows and policies.
• Escalate complex or unresolved cases to the relevant departments or teams as needed.
• Ensure timely follow-ups and provide status updates for pending cases.
• Monitor, reply to, and upscale issues in Google Play Reviews.
• Contribute feedback or suggestions to improve support processes and player experience.
• Assist with game operations activities such as bug testing, issue verification, and reporting gameplay-related problems.

Requirements

• Minimum 1 year of experience in handling customer support through email or ticketing systems is preferred.
• Strong written communication skills with excellent grammar and clarity.
• Familiarity with ticketing systems (e.g. Zendesk) and Google Workspace tools (Docs, Sheets, etc.) is an advantage.
• Ability to follow workflows and adapt to new tools or processes quickly.
• Comfortable working independently and as part of a team.
• Proficiency in Urdu language is a plus.

This position is offered on an independent contractor basis.