Customer Service Specialist

Job Description

We are seeking a dedicated and empathetic Customer Service Specialist to join our gaming support team and act as the first point of contact for our players and VIP clients. In this role, you will manage player inquiries, troubleshoot in-game issues, and ensure an exceptional gaming experience across multiple communication channels. The ideal candidate is highly organized, tech-savvy, and possesses strong interpersonal skills with the ability to communicate clearly and professionally in English. Proficiency in tools such as Microsoft Word, Excel, Outlook, Teams, and WhatsApp Business is essential. You should thrive in a fast-paced, player-centric environment, have a passion for helping gamers, and be able to multitask effectively to maintain player satisfaction and engagement.

Responsibilities

• Respond promptly to player inquiries via email, phone, WhatsApp Business, Shaddeh chat, and social media.
• Maintain detailed and accurate records of customer interactions using Microsoft Outlook and CRM systems.
• Collaborate with internal teams using tools like Microsoft Teams to resolve customer issues efficiently.
• Use Excel and Word to generate reports, document customer feedback, and maintain service logs.
• Prepare communication templates and in-game announcements using Microsoft Word in coordination with the marketing team.
• Handle reports of in-game abuse, fraud, or bugs, escalating them to the appropriate team for investigation.
• Monitor community channels and in-game chat to provide real-time support and gather insights to improve the player experience.
• Monitor Arabic card game rooms (e.g., Tarneeb, Trix, Baloot) to investigate complaints, detect cheating patterns, and ensure fair play.

Requirements

• Previous experience in customer support, ideally in the gaming industry or a digital product environment.
• Strong command of Microsoft Word, Excel, Outlook, Teams, and WhatsApp Business.
• Excellent English language proficiency for clear and effective communication with global players.
• A strong understanding of online multiplayer games, game mechanics, and common player issues.
• Ability to stay calm under pressure, multitask efficiently, and respond with empathy to a wide range of player concerns.
• Familiarity with support ticketing tools (e.g., Zendesk, Freshdesk) and basic troubleshooting for mobile and web-based games.
• Willingness to work flexible shifts, including weekends or holidays, based on live operations needs.
• Deep understanding of Tarneeb and other Arabic card games, including gameplay rules, strategies, and common cheating techniques.