Customer Service Specialist

LIFE GAME PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A global gaming company in Singapore is seeking a Customer Service Specialist to improve player experiences by providing direct support and resolving complex issues. The ideal candidate will have a background in customer service, strong communication skills in English and Mandarin, and an analytical mindset. This role directly influences game development by gathering player insights and fostering communication between players and product teams, all within a dynamic and player-centric company culture.

Benefits

Career development opportunities

Experience with cutting-edge technology

Dynamic company culture

Qualifications

• Foundational customer service experience with strong problem-solving abilities.
• Excellent communication skills in English; proficiency in Mandarin is required.
• Ability to convert qualitative player feedback into structured insights.

Responsibilities

• Provide direct support and resolve player issues effectively.
• Contribute to the improvement of AI support systems.
• Maintain and refine the Knowledge Base for AI support.

Skills

Customer service experience

Problem-solving skills

Communication skills

Player-centric mindset

Analytical approach

Job description

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Join our growing Player Experience team as a Customer Service Specialist, acting as the crucial link between our global player community and our internal product development teams. This role is designed for an empathetic and analytical individual eager to make a direct impact on our players' journeys. You will spend a significant portion of your time providing direct support and resolving complex player issues, while also contributing proactively by identifying emerging trends and translating player feedback into actionable insights that shape our games.

How You'll Make an Impact

Champion Player Support & Resolution: Provide exceptional direct support to players, acting as a crucial escalation point for complex, sensitive, or high-impact cases to ensure satisfactory outcomes.

Optimize AI Support Systems: Contribute to the continuous improvement of our AI-based support by conducting quality reviews, auditing interactions and collaborating with technical teams to enhance automated resolution capabilities.

Develop Knowledge Base Excellence: Create, maintain and refine our Knowledge Base, ensuring content is accurate, clear and consistently updated to power effective AI support and empower our players. Coordinate localization efforts for global reach.

Drive Player Insights & Feedback: Systematically gather qualitative feedback from our player community, identifying emerging issues and translating community signals into prioritized, actionable insights for product teams.

Bridge Community to Product: Standardize bug reports and feature suggestions by meticulously documenting reproducible steps, environment details and player impact, fostering clear communication between players and product developers.

Communicate with Impact: Partner with product teams to track fixes and feature delivery, ensuring timely and relevant updates are communicated back to the player community through appropriate channels.

What You'll Bring to the Team

Core Requirements

Demonstrated foundational customer service or related experience, showcasing strong problem-solving and communication skills.

Excellent written and verbal communication skills in English.

Proficiency in Mandarin is required to effectively communicate and collaborate with the team in Beijing.

A player-centric mindset, with a genuine empathy for player concerns and a steadfast commitment to ensuring their perspectives are heard.

An analytical and systematic approach, capable of converting qualitative player feedback into structured, actionable insights for product teams.

Eligible to work in Singapore without requiring visa sponsorship (Singapore Citizen or Singapore Permanent Resident).

Bonus Requirements

A genuine interest in games and the gaming industry, offering a deeper understanding of our player community's needs and experiences.

Demonstrated ability to collect, validate and communicate reproducible product feedback in previous roles.

What We Offer

Global Impact: Directly influence the player experience for popular titles within a rapidly expanding global gaming company.

Growth at HQ: Be part of IM30's new international headquarters in Singapore, offering significant potential for career development and advancement in a thriving market.

Direct Product Influence: Play a key role in translating player feedback into product strategy and development, directly shaping game improvements and features.

Cutting-Edge Technology: Gain valuable experience working with and optimizing AI-enabled support systems, staying at the forefront of customer service technologies.

Dynamic, Player-Centric Culture: Join a passionate team that embodies values of action, openness and speed, with a deep commitment to our vibrant player community.

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Your application will include the following questions:

Which of the following statements best describes your right to work in Singapore? Which of the following languages are you fluent in?

Trace Specialist (Customer Service Officer)

Changi, East Region, SG

26d ago

What can I earn as a Customer Service Specialist