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 excellent written and verbal communication skills.
- 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.
- Extensive gaming experience, knowledge of game mechanics, or strong familiarity with gaming communities will be an added advantage.
- Candidates with significant gameplay hours and demonstrated expertise in relevant game genres are highly encouraged to apply.
3.Communication & Customer Service Skills
- Excellent communication and interpersonal skills, with the ability to communicate effectively with players 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, or the gaming industry will be highly preferred.
- Fresh graduates with strong communication skills and a genuine passion for gaming are also encouraged to apply.
- Proficient in Microsoft Office, particularly Microsoft Word and Excel.
- 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
