Customer Service - Player Support Specialist (Contract)

COGNOSPHERE PTE. LTD.; Singapore; On-site; SGD 28,000 - 40,000; Full time

Job summary

COGNOSPHERE PTE. LTD. is seeking a customer-focused support agent to assist players across key game modules, including reports and payments.

You will respond to inquiries following guidelines and scripts, and help maintain a reliable knowledge base. Ideal candidates have 0–2 years in customer service, basic familiarity with ticketing tools, and strong written and verbal English communication. Mandarin or other languages are a plus but not required; you will work within structured processes and

Qualifications

• 0–2 years of customer service experience.
• Basic familiarity with support tools and ticketing systems.
• Clear and professional written and verbal communication in English.

Responsibilities

• Handle and resolve player-reported issues across game modules.
• Provide frontline support to players via scripts and guidelines.
• Record and categorize recurring issues to build a knowledge base.
• Follow defined workflows and flag inefficiencies to the team lead.
• Be mindful of compliance and quality standards and flag sensitive cases.

Skills

Customer service

English communication

Ticketing tools

Learning agility

Tools

Ticketing systems

Data tracking

Job description

What You Will Do:

• Handle and resolve common player-reported issues across key modules (including game systems, content, payments, and account management), escalating complex or technical cases to the appropriate team when needed
• Provide frontline support to players, responding to inquiries in a timely and professional manner by following established guidelines and scripts
• Record and categorize recurring player issues, contributing observations to the team's shared knowledge base to help improve response consistency
• Follow defined workflows and support processes, flagging any noticeable inefficiencies or unclear procedures to the team lead for review
• Stay aware of basic compliance and quality standards, flagging unusual or sensitive cases (e.g. potential fraud, policy violations) to senior staff for further assessment

What We Are Looking For:

• 0-2 years of customer service experience, preferably in gaming or tech industries
• Basic familiarity with support tools and ticketing systems; exposure to data tracking or reporting is a plus
• Comfortable working within structured processes and cross-functional teams, with a willingness to learn and adapt
• Passionate about the gaming & tech industry. Experience with HoYoverse products is a strong plus
• Fluent in English (knowledge of Mandarin or any other languages is a plus, but not required)
• Clear and professional written and verbal communication skills, with the ability to interact effectively with players and internal team members