Job Description

Job Responsibilities

Respond promptly and professionally to players' inquiries, providing 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 the designated customer support tool. Collaborate with other teams, including development and quality assurance, to escalate and resolve complex issues. Proactively monitor player feedback, identify trends or recurring issues, and provide input for product improvements and updates. Maintain a high level of product knowledge, staying up-to-date with game updates, new features, and promotions. Contribute to the development and improvement of customer support processes and resources.

Requirements

Previous experience in a customer service role, preferably within the gaming industry. Excellent written and verbal communication skills in English; basic communication in Mandarin. Strong problem-solving skills and the ability to think critically in a fast-paced environment. Empathy and patience when handling player concerns or frustrations. Basic technical knowledge and proficiency in customer support tools/software. Ability to work independently as well as collaboratively within a team. Flexibility to work on shifts, including weekends and public holidays, as the role supports a 24/7 operation. Passion for gaming and a good understanding of online gaming culture and trends.

Additional Requirements:

Chinese ethnicity preferred. Minimum education: High school or above. At least 1 year of customer service experience (6 months acceptable for strong profiles with good education and stability). Prior experience in gaming companies is an advantage, though non-gaming customer service experience will also be considered. Experience in handling backend user data or transaction records is highly desirable. Age preferably between 20 and 40, with a stable employment record.

Compensation & Benefits

Salary Structure = Basic Salary + Commission + First Month Training Allowance RM600

Basic Salary:

RM 3,500 - RM 4,500 (depending on interview performance)

Commission:

Effective ticket volume RM 0.25 (minimum daily volume: 180 tickets)

Expected Total Package:

RM 5,000 - RM 8,000

Public Holidays:

Triple pay (3x salary)

Annual Leave:

12 days

Sick Leave:

14 days

Statutory Benefits:

EPF, SOCSO, EIS provided upon joining

Working Hours

24-hour rotating shift, 5 working days and 2 off-days per week (shifts rotate monthly)
Job Types: Full-time, Permanent

Pay: RM3,500.00 - RM4,500.00 per month

Application Question(s):

Do you have more than one year of customer support experience?
Work Location: Remote