Customer Service Representative

Company Description

Poker Dream is a premier live poker tournament brand in Asia, delivering large-scale international events across markets such as Malaysia, Jeju, and other key destinations.

The company focuses on professionally managed tournaments, premium player experiences, and integrated partnerships with leading brands.

Poker Dream’s vision is to become one of Asia’s leading live poker platforms, connecting players, partners, and communities through world-class live events that emphasize quality and engagement.

Role Description

This is a full-time hybrid role for a Customer Service Representative with some work-from-home flexibility.

The Customer Service Representative will handle inquiries from players, partners, and event attendees via multiple channels, including email, chat, phone, and social platforms. Responsibilities include providing timely and accurate information on tournament schedules and rules, resolving issues related to registrations, payments, and escalating complex cases when necessary.

The role also involves maintaining detailed records of interactions, gathering feedback to improve customer experience, and collaborating with event operations and marketing teams to ensure consistent communication before, during, and after tournaments.

The ideal candidate will contribute to a positive and professional atmosphere that supports a high-quality live event experience.

Qualifications

• Demonstrated skills in customer-facing roles, including Customer Service Representatives and Customer Service.
• Experience in support functions such as Customer Support and maintaining high Customer Satisfaction.
• Ability to enhance overall Customer Experience through clear communication and problem-solving.
• Strong written and verbal communication skills in English, Mandarin; additional languages are an advantage.
• Comfort working in a fast-paced events environment, with flexibility for evenings, weekends, or travel on non major tournaments period.
• Proficiency with common customer service tools, CRM systems, and basic office software.
• Ability to work independently and as part of a diverse, international team in a hybrid work arrangement.
• Prior experience in gaming, hospitality, events, or entertainment industries is beneficial; a diploma or degree in a related field is an advantage but not mandatory.