Live Chat - Customer Service Representative

About the Role:

We are looking for an energetic and empathetic Customer Support Specialist to join our team. In this role, you will be the front-line ambassador for our platform, connecting directly with global users via Live Chat to troubleshoot issues, maintain a vibrant community, and deliver exceptional service experiences.

What You’ll Be Doing:

1. User Support & Troubleshooting: Handle live chat and written inquiries to resolve player issues regarding app features, in-game bugs, and VIP events.
2. Community Moderation & Service Excellence: Assist in maintaining a positive community environment, accurately log cases in CRM, and consistently meet high customer satisfaction (CSAT) standards.
3. Cross-Team Collaboration & Case Management: Coordinate with internal support teams to handle complex player inquiries and track case statuses to ensure smooth and efficient workflows.

What We’re Looking For:

1. Prior working experience in customer support, contact center, or service roles
2. High School Diploma or above; Fresh Graduates with a passion for CS are warmly welcomed!
3. Strong verbal and written proficiency in English and Mandarin to effectively communicate and support an international user base
4. Customer-centric mindset, Strong problem-solving ability, Patience, and Attention to detail
5. Willing and able to work on rotating shifts (including weekends/public holidays if scheduled)

What We Offer:

1. Attractive basic salary + KPI + Shift Allowance
2. Comprehensive EPF, SOCSO, EIS, and Annual/Medical Leave
3. WFH on night shifts, weekends, and public holidays; Laptop & Phone are provided
4. Clear career progression path and on-boarding training
5. Casual dress code, pantry snacks, regular team bonding activities, and a friendly team environment!

主要工作职责:

1. **玩家服务与故障排查：**通过在线聊天及文字工单，高效响应并解决玩家关于 平台功能、Bug 及 VIP 活动等相关咨询与问题。
2. 社区维护与服务达标：协助维护积极正向的社群互动氛围，在 CRM 系统中规范记录工单及用户数据，持续达成高标准的客户满意度 (CSAT) 指标。
3. 跨部门协作与工单流转：与内部团队紧密配合，协同处理复杂的玩家诉求并全程跟进工单进度，确保流程顺畅高效闭环。

任职要求：

1. 具备客服、联络中心或相关服务行业经验者优先。
2. 高中或以上学历；欢迎对客服充满热情的应届毕业生申请！
3. 具备优秀的中英文听说读写能力，能够顺畅对接与帮助国际用户群体
4. 以客户为中心的思维，具备出色解决问题的能力以及注重细节。
5. 能够接受轮班制工作安排（周末及公共假期）

福利待遇：

1. 优厚的底薪 + 绩效 + 轮班津贴
2. 法定保障 EPF、SOCSO、EIS，并享有法定年假及病假
3. 夜班、周末及公共假期可居家办公；公司全套配备工作笔记本电脑与手机
4. 清晰晋升路径与入职带薪培训
5. 休闲着装、茶水间零食、定期团建活动以及年轻友善的团队工作氛围！