Customer Support Associate

About the role

Join Secretlab’s world‑class customer support team and help deliver exceptional service to a global community of gamers across more than 60 countries. You will act as the primary point of contact for customers, ensuring their inquiries are resolved quickly and professionally.

Key responsibilities

• Handle a high volume of customer enquiries via email (approximately 80%), live‑chat and phone.
• Liaise with overseas logistics partners to troubleshoot and resolve delivery issues.
• Develop deep product knowledge to accurately address customer needs across different regions.
• Take ownership of each case, following through to resolution and managing post‑sales servicing and warranty claims.
• Document issues thoroughly and perform daily ad‑hoc tasks as required.

Required profile

• At least a Diploma/Advanced/Higher/Graduate Diploma in any field.
• Excellent written and spoken English with strong email etiquette.
• Ability to communicate both technical and non‑technical information clearly.
• Customer‑centric mindset, emotional maturity, empathy and patience.
• Decisive, action‑oriented, results‑focused and capable of working independently.

Required skills