Customer Service Representative

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.