Job Title: Chat and Email Support Representative
Work Setup: Full Onsite in Pasay | Shifting Schedule
Job Summary
Provide world-class email support to players, handling account, payment, gameplay, and technical inquiries with professionalism, empathy, and efficiency. Serve as the frontline for player communication while maintaining brand standards and ensuring high-quality resolutions.
Key Responsibilities
- Player Email Support: Respond to inquiries on accounts, payments, rewards, events, and gameplay issues within set turnaround times.
- In-Game Guidance: Explain game mechanics, events, boosters, and promotions clearly using internal resources.
- Payment & Account Assistance: Resolve failed transactions, billing issues, and coordinate with finance/tech teams for escalations.
- Bug Reporting & Escalation: Identify trends, report recurring issues, and escalate critical cases while owning the resolution process.
- Documentation & Compliance: Maintain accurate records in CRM/ticketing systems, adhering to brand voice, grammar, and quality standards.
- Performance & Collaboration: Meet KPIs (CSAT, response time, first contact resolution), share insights, and contribute to knowledge base improvements.
Qualifications
- Experience: Minimum 1 year in customer support, preferably handling email/chat for mobile apps or online games.
- Skills: Strong written English, empathetic player-first mindset, tech-savvy, and familiar with ticketing systems (Zendesk, Freshdesk, Helpshift).
- Requirements: Willingness to work onsite with a rotating schedule (including weekends/holidays), strong time management, quick learner, and positive professional attitude.
