Customer Escalations Specialist - Premium Gaming Support

Join Player Support Sdn. Bhd. as a Customer Escalations Specialist and become the trusted voice for resolving high-priority gaming support issues in our dynamic, fast-paced environment. Based in the vibrant heart of Bali (Kuta, Badung), you’ll play a crucial role in ensuring our premium gaming customers receive the best possible support. This role is perfect for someone who thrives in a fast-paced environment and is passionate about gaming.

As a Customer Escalations Specialist, you will be the first point of contact for escalated customer issues, handling complex and sensitive matters with professionalism and empathy. You will work closely with our development team to identify and resolve technical issues, ensuring a seamless gaming experience for our players. This role offers a unique opportunity to grow within a leading gaming support team in Bali.

📋 Tanggung Jawab Pekerjaan

• Handle and resolve high-priority customer escalations related to gaming issues.
• Work closely with the development team to identify and fix technical problems.
• Provide exceptional customer service, ensuring customer satisfaction and retention.
• Monitor and analyze support metrics to identify trends and areas for improvement.
• Collaborate with cross-functional teams to ensure timely resolution of customer issues.
• Stay updated with the latest gaming trends and technologies to provide accurate and helpful support.
• Document all customer interactions and support activities for future reference.
• Participate in team meetings and contribute to the continuous improvement of support processes.

🎓 Kualifikasi & Syarat

• Minimum 3 years of experience in customer support, preferably in the gaming industry.
• Strong problem-solving skills and the ability to think critically.
• Excellent communication skills, both written and verbal.
• Proficiency in English, both spoken and written.
• Familiarity with gaming platforms and technologies, such as Steam, PlayStation, Xbox, etc.
• Knowledge of customer relationship management (CRM) systems, such as Zendesk or Freshdesk.
• Ability to work under pressure and meet tight deadlines.
• Bachelor's degree in a related field, such as Business Administration, Computer Science, or a similar discipline.

🛠️ Keahlian

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