Senior Customer Service and Support Specialist

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities :

The position involves establishing and managing customer-centric platforms, processes, and training materials to support business operations. Key responsibilities include collaborating with internal teams to address advanced customer support needs, monitoring escalations, creating and evaluating SOPs, and supporting the fulfillment of campaign prizes. The role also involves investigating and resolving customer inquiries, performing data extraction and analysis, and identifying strategies to enhance productivity and operational efficiency.

Candidates should have 3-5 years of experience in customer support or operations, with a proven track record in escalation management and cross-functional collaboration. Experience with process improvement, contact center metrics, and digital environments is preferred. Strong analytical skills, problem-solving abilities, and proficiency with customer service tools and CRM platforms are essential. The ability to work in a fast-paced environment, manage multiple tasks, and adapt to changing needs is crucial. Knowledge of digital wallet services or similar digital payment platforms is an advantage.

The role will be reporting to the CA Manager, you will have innate and intuitive knowledge of Razer’s goals and culture, as well as of the local operating environment in Malaysia.

Responsibilities:

• Establish and manage customer-centric platforms, processes, and training materials to support business operations.
• Collaborate with internal teams such as customer advocacy, marketing, and product teams to address advanced customer support needs.
• Monitor escalations across teams, business units, and external partners to ensure prompt resolution.
• Assist in the creation and evaluation of new Standard Operating Procedures (SOPs) for service support operations.
• Support the fulfilment of Gold Post campaign prizes.
• Investigate and resolve Customer Advocacy (CA) inquiries through support ticket management.
• Perform data extraction and analysis to support reporting and operational decisions.
• Analyse cases and establish timelines for thorough root cause investigations.
• Identify and implement strategies to enhance productivity and operational efficiency.
• Track weekly and monthly data trends, archiving past data for future analysis.
• Perform any additional ad-hoc responsibilities as assigned.

Pre-Requisites :

• 3-5 years of experience in customer support, operations, or a related field.
• Experience managing customer service platforms and working in a customer advocacy or support role.
• Proven track record in escalation management and cross-functional collaboration.
• Experience with process improvement, particularly in developing and evaluating SOPs.
• Familiarity with contact centre metrics and strategies to enhance customer service performance.
• Strong background in data extraction and analysis for decision-making and reporting.
• Experience in a digital environment, supporting web and mobile platforms, is a plus.
• Excellent communication skills (both written and verbal), with the ability to liaise effectively across departments.
• Strong analytical skills, with experience in data extraction, analysis, and reporting.
• Problem-solving abilities: adept at handling escalations, resolving complex customer issues, and driving solutions.
• Attention to detail: highly organized, able to manage multiple tasks and timelines effectively.
• Proficiency with customer service tools, CRM platforms, and data analysis software.
• Ability to work in a fast-paced environment and manage ad-hoc tasks with ease.
• Knowledge of digital wallet services or similar digital payment platforms is an advantage.

Adaptability: able to respond quickly to changing needs and handle multiple tasks simultaneously.

Are you game?