Customer Service Trainer – Player Support

About the role

We are looking for an experienced Customer Service Trainer to deliver training programmes for Player Support Specialists. The Trainer will prepare new and existing employees with the knowledge, communication skills, systems knowledge and operational competencies required to effectively support players.

Key responsibilities

• Deliver new-hire training covering game knowledge, customer service processes, communication skills, systems and policies.
• Train employees on gameplay features, account enquiries, in-game purchases, events, technical issues and escalation procedures.
• Conduct role plays, simulations, case studies and practical exercises.
• Develop and maintain training materials, assessments, job aids and knowledge resources.
• Update training content based on game updates and process changes.
• Conduct knowledge checks and practical assessments.
• Monitor learner progress and provide coaching and feedback.
• Maintain training attendance and assessment records.
• Prepare training completion and readiness reports.
• Support new hires during nesting and transition to live operations.

About you

• Diploma or Bachelor's Degree in any field. SPM holders with relevant training experience may also be considered.
• Minimum 2 years of Customer Service experience.
• At least 1 year of experience as a Trainer, L&D Specialist, SME or similar role is preferred.
• Experience in classroom / virtual training and training material development.
• Experience conducting assessments and learner evaluations.
• Gaming, technology, e-commerce, contact centre or digital service experience is preferred.
• Mobile gaming / SLG gaming knowledge is an advantage.
• Strong presentation, facilitation and communication skills.
• Strong organisational and planning skills.
• C1-level English proficiency.

Project: Gaming Platform & Player Support
Employment Type: Permanent
Location: Menara Sunway Visio, Cheras
Joining Date: 14 September 2026
Working Hours: 24/7 Rotational Shift
Working Days: 5 days per week, 2 days off
Salary: RM4,000 Basic + RM1,300 Fixed Allowance + KPI Incentives