Customer Service Executive

About Us:

A leading global technology group, renowned for its extensive ecosystem of digital services and platforms. With a strong presence in cloud computing, mobile gaming, social media, and enterprise solutions, the organization supports millions of users and businesses worldwide. It emphasizes innovation, scalability, and security, making it a key player in driving digital transformation across various industries.

Responsibilities:

• Provide customer service to players via live chat, emails, tickets, app-store review etc., to improve users satisfaction
• Respond to players inquires, and deal with complaints; escalate to headquarter team if necessary
• Collect and summarize players suggestions, conduct user research upon business needs
• Support service localization incl. FAQ, email, script etc. (from English to Malay)

Requirements:

• Preferably at least 6 months of working experiences prior in customer services field (handle inbound call / live chat / email)
• Proficiency speaking in both Malay and English languages;
• Passion in games esp. in Moba/FPS/MMORPG games. Able to provide total game hours and expertise level in the application will be a plus.
• Strong communication skills, high empathy level.
• Job experience in customer service or game industry will be highly preferred.
• Competency in MS office incl. word, excel etc. and customer services system of Zendesk.

Working Information:

• Work 5 shifts(days) per week, 8 hours per shift (excluding 1hr break for lunch).
• Follow rotational shift schedule. Shift A is from 9:00 to 18:00, Shift B is from 13:00 to 22:00.
• Working office in KL Sentral area(reachable by public transport)