Job Description

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.

Job Responsibilities:

1.Player Customer Support

Provide timely and professional customer service to players through multiple channels, including live chat, email, support tickets, and App Store reviews.
Assist players with account, gameplay, technical, and general service-related enquiries to enhance overall user satisfaction.

2.Enquiry & Complaint Management

Respond to player enquiries and handle complaints in a professional and empathetic manner.
Investigate and resolve customer issues within the scope of responsibility, escalating complex or critical cases to the Headquarters / relevant internal teams when necessary.
Follow established customer service procedures and escalation guidelines.

3.User Feedback & Research

Collect, analyse, and summarise player feedback, suggestions, and common issues.
Identify recurring user concerns and provide insights to relevant business or product teams.
Support user research activities when required to better understand player needs and improve the overall user experience.

4.Customer Service Localization

Support the localization of customer service materials, including FAQs, email templates, response scripts, help centre content, and other support resources.
Translate and localize customer service content from English to Arabic, ensuring accuracy, cultural relevance, and a natural tone for Arabic-speaking users.

Qualifications & Requirements:

1.Language & Education

Native-level Arabic proficiency with good written and verbal communication skills.
Diploma, Bachelor's degree or above in any relevant discipline.
Good command of English, particularly in written communication and comprehension.

2.Gaming Passion

Strong passion for video games, particularly MOBA and/or FPS games.
Strong gaming experience, knowledge of game mechanics, or strong familiarity with gaming communities will be an added advantage.

3.Communication & Customer Service Skills

Excellent communication and interpersonal skills, with the ability to communicate effectively with users from diverse backgrounds.
High level of empathy, patience, and emotional intelligence when handling customer enquiries and complaints.
Strong problem-solving skills with a customer-oriented mindset.

4.Relevant Experience

Previous experience in customer service, player support, gaming operations will be highly preferred.
Fresh graduates with strong communication skills and a genuine passion for gaming are also encouraged to apply.
Comfortable working with customer service platforms, ticketing systems, and other digital support tools.

Working Arrangement:

Working Days: 5 shifts/days per week
Working Hours: 8 working hours per shift, excluding a 1-hour meal break
Shift Schedule: Rotational shifts : Shift A: 9:00 AM – 6:00 PM; Shift B: 1:00 PM – 10:00 PM
Working Location: Onsite, office at KL Sentral