Job Description

Job Summary

We are looking for a Customer Service Manager to lead our support team and ensure a smooth customer experience across all service channels, including handling real-time operational matters within our internal platform environment.

Key Responsibilities

Manage and oversee the customer service team to meet service KPIs, including live-ops response time and issue resolution. Handle escalated cases related to account verification, payment flows, and transactional discrepancies within the back-office system. Monitor platform performance alerts (e.g., wallet sync issues, failed PSP routes, bonus triggers) and coordinate with relevant teams for quick resolution. Review and improve customer service SOPs, including processes involving KYC, risk checks, and user behaviour monitoring. Conduct training for agents on platform tools such as CRM dashboards, ticketing queues, and incident reporting modules. Collaborate with cross-functional teams for updates related to feature releases, RNG-based events, or promo configuration changes. Prepare regular service performance reports and highlight patterns related to user activity or unusual gameplay behaviour.

Requirements

Mandarin proficiency is preferred. Bachelor's degree in a related field. 3-5 years of customer service experience, preferably with exposure to platforms involving live transaction flows. Required travel or relocation. Strong leadership and communication skills. Familiar with CRM systems, payment routing logic, and verification workflows. Able to work in a fast-paced environment with strong problem-solving abilities.
Job Type: Full-time

Pay: RM10,000.00 - RM12,000.00 per month

Benefits:

Opportunities for promotion Professional development
Work Location: In person