Customer Service Executive

2 weeks ago

Petaling Jaya, 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 self-service 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 problem-solving 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**: RM4,000.00 - 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)

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