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Customer Service Executive

4 months ago

Subang Jaya, Selangor, Malaysia Agensi Pekerjaan Smarttrend Sdn Bhd Full time

Job Summary:

As a Customer Service Executive in the gaming industry, you will be responsible for providing exceptional customer support to players, addressing their inquiries, troubleshooting issues, and ensuring a positive gaming experience.

You will play a crucial role in maintaining high levels of player satisfaction and engagement.

Responsibilities:

-
Player Support and Assistance:

  • Provide timely and accurate assistance to players regarding game play mechanics, account management, technical issues, and billing inquiries.
  • Troubleshoot and resolve player problems and complaints with empathy and professionalism, ensuring a positive resolution.
-
Quality Assurance and Feedback Management:

  • Monitor and evaluate player interactions to ensure service quality and adherence to company standards.
  • Gather feedback from players regarding their gaming experiences, suggestions for improvements, and areas of concern.
  • Communicate player feedback to relevant teams, such as game developers and product managers, to drive enhancements and optimizations.
-
Community Engagement and Support:

  • Foster a positive and welcoming community environment by engaging with players through forums, social media groups, and community events.
  • Participate in community discussions, address player concerns, and promote constructive dialogue among players.
  • Collaborate with community managers and moderators to maintain community guidelines and resolve disputes effectively.
-
Technical Support and Issue Resolution:

  • Assist players with technical issues related to game installation, connectivity, performance, and compatibility across various platforms and devices.
  • Coordinate with technical teams to escalate and resolve complex technical issues, ensuring mínimal disruption to gameplay experiences.
  • Provide clear and concise instructions to players for troubleshooting common technical problems and performing selfservice actions.
-
Knowledge Management and Documentation:

  • Maintain a comprehensive knowledge base of FAQs, troubleshooting guides, and best practices for addressing common player inquiries and issues.
  • Document player interactions, resolutions, and feedback in a systematic manner to facilitate knowledge sharing and continuous improvement.
  • Update and expand the knowledge base regularly to reflect changes in game features, updates, and support processes.

Qualifications and Skills:

  • Bachelor's degree in a relevant field or equivalent work experience.
  • Previous experience in customer service or support roles, preferably in the gaming industry.
  • Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
  • Strong problemsolving abilities and the capacity to remain calm and composed under pressure.
  • Proficiency in using customer service software and tools, such as ticketing systems and live chat platforms.
  • Passion for gaming and a deep understanding of gaming culture, terminology, and player preferences.
  • Ability to work flexible hours, including evenings, weekends, and holidays, to accommodate player support needs.
  • Empathy, patience, and a genuine desire to help players resolve their issues and enjoy their gaming experiences.

Job Type:
Permanent

Salary:
RM4, RM4,800.00 per month

Schedule:

  • Monday to Friday

Supplemental pay types:

  • Performance bonus

Education:

  • STM/STPM (preferred)

Experience:

Customer Service Executive: 2 years (preferred)

Language:

  • Mandarin (preferred)
  • English (preferred)