Transcosmos Hiring! Full Time Customer Service Agent (Gaming Project- 14 September Intake) in WP Kuala Lumpur - Ricebowl

About the role

Intake - 14th September

Salary - RM 3500- RM 4000 (Including Allowances) - Salary range not fixed, will be decided based on experience +Interview Performance

Location - Sunway Visio Cheras (Nearby Public Transport)

We are looking for a Player Support Specialist to provide timely and effective assistance to players. You will assist players with gameplay-related enquiries, account issues, purchases, technical concerns and other support matters while ensuring a positive player experience.

Key responsibilities

• Respond to player enquiries through the assigned support channels, such as email, live chat or in-game support. Serving ANZ and Global Market

• Assist players with account access, gameplay, in-game purchases, rewards and other game-related concerns.

• Guide players through basic troubleshooting steps for technical issues.

• Investigate reported issues and escalate complex cases to the relevant technical or game operations team.

• Provide clear, accurate and professional responses based on established processes and game guidelines.

• Record and maintain complete details of player interactions and case resolutions.

• Identify recurring player concerns, bugs or gameplay issues and report them to the relevant team.

• Gather player feedback and share useful insights to support improvements to the game and player experience.

• Keep up to date with game features, events, updates and relevant support procedures.

• Meet the required service-level, productivity, response-time and quality standards.

About you

• Diploma or Bachelor's Degree in any field, or SPM qualifications with relevant customer service experience and a proven ability to deliver positive customer experiences.

• Minimum 1–2 years of customer service experience, preferably in the gaming, technology, e-commerce, contact centre or other service-oriented industries.

• 1–2 years of hands-on mobile gaming experience, particularly in Simulation and Strategy (SLG) games is an added advantage.

• Strong verbal and written English communication skills, with the ability to communicate clearly, professionally and courteously with players.

• Good understanding of mobile gaming concepts, particularly survival strategy games, including player progression, alliances, resources, in-game events and purchases.

• Passionate about providing a positive player experience and supporting players with patience and empathy.

• Able to understand player concerns, conduct basic troubleshooting and provide clear and practical solutions.

• Takes responsibility for player enquiries and follows through to ensure cases are properly resolved or escalated.

• Demonstrates patience, professionalism and composure when managing frustrated players or challenging situations.

• Willing to work rotational or night shifts if the operation expands to night-shift coverage after the initial three-month period.