Customer Service Representative (Game)

Job responsibilities:

• Respond promptly and professionally to players' inquiries and provide accurate information regarding game features, gameplay, and technical issues.
• Assist players in troubleshooting and resolving game-related problems, including gameplay difficulties, account issues, and payment inquiries.
• Provide guidance and support to players on game rules, strategies, and promotions.
• Document and track player interactions and issues using our designated customer support tool.
• Collaborate with other teams, including the development and quality assurance teams, to escalate and resolve complex player issues.
• Proactively monitor player feedback and identify trends or recurring issues to inform product improvements and updates.
• Maintain a high level of product knowledge and stay up-to-date with game updates, new features, and promotions.
• Contribute to developing and improving customer support processes and resources.

Requirements:

• Previous experience in a customer service role, preferably in the gaming industry.
• Excellent writing and verbal communication skills in English.
• Strong problem-solving skills and the ability to think critically in a fast-paced environment.
• Empathy and patience when dealing with player concerns or frustrations.
• Basic technical knowledge and proficiency in using customer support tools and software.
• Ability to work independently and collaboratively as part of a team.
• Flexibility to work shifts, including weekends and holidays, is required as a night shift agent of 24/7 support.
• Passion for gaming and an understanding of online gaming culture and trends.
• Proficiency in Malay, English and Mandarin as need to communicate with international customers.