Are you a customer service Rockstar who wants to be part of our team for one of the biggest gaming platforms in the world? Are you passionate, driven, and can deliver outstanding customer service experience? We are looking for a Customer Experience Specialist to join our growing family. Come home and start your #BeHappier journey with TDCX today!

Top reasons to work here:

• Attractive Remuneration (Fixed, variables & benefits)
• Comprehensive Insurance & Medical coverage
• Premium workspaces
• Career Development Program
• Fast Track Career Progression
• Walk A Mile – Job rotation & Enrichment
• Engagement & Recognition Programs like appreciation day, digitalized games and contest, free food day, raffles, birthday treats, anniversary gifts, and much more!
• Wellness & Health Program
• Diverse & Inclusion culture
• Employee Assistance Program (Counselling)
• Staff Appreciation & Recognition Programs

What is your mission?

As a Customer Experience Specialist, you will be working with our Gaming Account to deliver #happier customer experience. We are looking for Strong communicator, organized, empathetic, strong critical thinking skills, able to work with a high degree of autonomy, willing to learn from failure/mistakes, open to feedback, tech-savvy candidate to support one of the great games in the world.

You are also required to perform these job functions:

• Responds and addresses player problems in a timely manner utilizing our support system
• Supports and engages players in a high quality, engaging, and empathetic 1:1 discussion
• Practices consistent and clear decision making to provide the optimal player experience
• Works effectively in a high energy, team-oriented environment
• Cooperatively shares gained knowledge with team members
• Identifies and communicates trending or emergent issues through the appropriate channels
• Utilizes proprietary and external tools and resources to identify and resolve player inquiries
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the player experience
• Maintains the required performance indicators
• Understands the technical back end and operations of our games
• Troubleshoots technical support issues with players
• Improves and expands technical knowledge and familiarity with technical issues to better assist players
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDCX.

Who are we looking for?

• Preferable with 2 year(s) of working experience in the related field is required for this position. However, fresh graduates are encouraged to apply.
• Candidate must possess at least a Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Master’s Degree, any field.
• Excellent Customer Service / Player focused. Must have a knack for understanding players’ needs and enjoy connecting with them on a personal level (is motivated by helping out a fellow player in need)
• Proficient with day-to-day usage of computers and mobile phones (eg. familiar with e-mail, basic internet/hardware troubleshooting, mobile app installation and payments, etc)
• Must have excellent written and verbal communication skills
• Must have a high level of accountability and the ability to follow a single issue through to resolution, no matter how difficult the issue may be
• Demonstrates good judgment and decision making
• Detail-oriented, organizational skills and time-management skills
• Team player who thinks quickly on his or her feet and is capable of creative problem solving

Who is TDCX? We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan and Spain. We specialize in perfecting our client’s customer experience and elevating their sales. We are guided by a talent philosophy – selecting and employing the best professionals to make the outsource industry better for our people and our clients. Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia