Customer Service Officer

Job Description:

• Monitor console on game card, game account, phone top-up, mobile reload and direct top-up.

• Assist Trader to monitor game currency and game item, make remarks and assign to Trader to process the order.

• Facilitate customer requests by providing information directly, and making document verification for suspicious customers for payment-related cases, product suggestions, and general company information.

• Respond to customer live chats promptly, ensuring first response time goals are met at all times.

• Attend customer service tutorials or workshops as required.

• Always inform customers to rate our service by sending a Canned response message after completing the customer request.

• Guide our customers in recognizing charges, requesting refunds, and resending confirmations.

• Liaise with Card, Vendor, Trader, Finance, and Fraud units to resolve the concerns or arising issues faced by customers.

• Maintain excellent levels of service and consistent communication with our customers with the utmost professional manner & meaningful responses.

• Proactively identify changes we can make to our application to make our customers' jobs easier.

• Communicate unpleasant customer experiences to the Superior and follow up appropriately.

• Recognize and escalate any high-priority problems to Senior Customer Service for follow-up.

Job Responsibilities:

• No experience is required as training will be provided.

• Possess at least SPM.

• Proficient in Bahasa Melayu, English & Mandarin.

• Ability to manage time effectively and work in a fast-paced set-up environment.

• Strong communication skills, both written and verbal.

• Ability to learn quickly, adapt to change and be tech savvy.

• Willing to work flexible support hours.

• Demonstrate politeness and act professionally when interacting with people from different walks of life.

• Demonstrated aptitude and love for providing exceptional customer experiences.

• A proactive, make-it-happen attitude, with an appreciation for friendly competition.

• Receptiveness to feedback and coaching with a desire to continuously improve.

• Looking for candidates available to work:
  • Monday: Afternoon, Evening
  • Tuesday: Afternoon, Evening
  • Wednesday: Afternoon, Evening
  • Thursday: Afternoon, Evening
  • Friday: Afternoon, Evening
  • Saturday: Afternoon, Evening
  • Sunday: Afternoon, Evening
• No experience required for this role
• Working rights required for this role
• Expected start date for role: 01 January 2025
• Expected salary: RM1,700 - RM2,000 per month