Customer Service Representative/ Customer Service Team Lead

About the role
We are seeking dedicated and enthusiastic Customer Service Representatives and Customer Service Team Leads to join our growing customer support team in Kuala Lumpur. This is a full-time position where you will play a crucial role in delivering exceptional customer service. Whether you are starting your career as a Customer Service Representative or stepping into a leadership position as a Team Lead, you will be instrumental in maintaining our reputation for outstanding customer support and ensuring player satisfaction across all channels. This role offers the opportunity to make a real difference in customers' experiences.

What you'll be doing
As a Customer Service Representative, you will:

• Respond to customer inquiries via live chat only in a timely and professional manner

• Resolve customer issues and complaints effectively whilst maintaining a positive and empathetic approach

• Document all customer interactions and maintain detailed records in our support systems

• Identify and escalate complex issues to appropriate teams or supervisors

• Contribute to improving customer service processes and procedures

• Meet performance targets including response times, resolution rates and customer satisfaction scores

As a Customer Service Team Lead, you will also:

• Supervise and mentor a team of Customer Service Representatives

• Monitor team performance metrics and provide coaching to improve quality and efficiency

• Handle escalated customer issues and complex complaints

• Schedule team members and manage workflow to ensure adequate coverage

• Conduct training sessions for new team members and ongoing staff development

• Collaborate with other departments to resolve systemic issues and improve service delivery

• Generate reports on team performance and customer satisfaction metrics

• Contribute to the development of customer service policies and best practices

What we're looking for
Essential skills and experience:

• Excellent communication skills in Mandarin and English; additional languages are advantageous. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

• Strong customer service orientation with a genuine desire to help customers

• Problem-solving skills and the ability to think creatively to resolve customer issues

• Patience, empathy and professionalism when dealing with difficult situations

• Ability to meet performance targets and work in a fast-paced environment

• Strong attention to detail and accuracy in recording information

For Team Lead positions, we also seek:

• Proven supervisory or leadership experience in a customer service or call centre environment

• Demonstrated ability to motivate, train and develop team members

• Strong organisational and time management skills

• Ability to handle conflict resolution and manage difficult team situations

• Knowledge of quality assurance processes and performance metrics

What we offer
We are committed to creating a supportive and rewarding work environment where our team members can flourish. We offer competitive salary packages commensurate with experience and qualifications. Our workplace benefits include opportunities for career progression and professional development through training programmes and skills enhancement workshops. We provide a collaborative team environment where your contributions are valued and recognised.

Apply now
If you are ready to join our team and deliver outstanding customer service to our gaming community, we would like to hear from you. Please submit your CV, and any supporting documents to our recruitment team.