Customer Service Executive

About Us:

A leading global technology conglomerate renowned for its extensive ecosystem of digital services and platforms. With a strong presence in cloud computing, 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.

Job Responsibilities:

• Provide timely and professional customer support to players through live chat, emails, support tickets, app store reviews, and other communication channels to enhance user satisfaction.
• Handle players inquiries, feedback, and complaints, ensuring timely follow-up and resolution.
• Escalate complex issues to the relevant headquarters teams when necessary.
• Collect, organize, and summarize player feedback and suggestions. Assist in conducting user research based on business needs to support service and product improvements.
• Support customer service localization, including FAQs, email templates, customer service scripts, and other relevant materials, ensuring accurate and natural communication in Malay.
• As business requires, the employee may be placed on standby or temporarily assigned other tasks. Such assignments will remain within the scope of the role's core competencies and will not materially deviate from the core responsibilities of the original position.

Position Requirements:

• Malaysian citizen with native or fluent both Chinese and Malay language proficiency. Good command of English, both written and spoken.
• Diploma or Bachelor Degree holders in any courses.
• Passionate about gaming, particularly MOBA and FPS games. Familiarity with relevant games, extensive gaming experience, or in-depth game knowledge will be an advantage.
• Excellent communication and interpersonal skills, with strong empathy and a customer oriented mindset.
• Previous experience in customer service, customer support, call centers, or the gaming industry will be highly preferred.
• Proficient in Microsoft Office applications, including Word and Excel, with basic documentation and data-handling skills.

Additional Information:

• Work 5 days per week, with 8 working hours per day, excluding a 1-hour lunch break.
• Follow a rotational shift schedule:

o Shift A: 09:00 – 18:00

o Shift B: 13:00 – 22:00