Player Engagement Agent

3 days ago

Pasig, Philippines Far Eastern University Full time

Join Keywords Studios as a Player Engagement Agent to provide exceptional player support and contribute to building engaging gaming communities. Your Role Here’s what you will be doing: Deliver excellent customer support to players via ticketing, email, or chat. Investigate and resolve player inquiries promptly. Assist internal teams with project-related requests to ensure smooth collaboration. Gather and deliver player feedback according to established procedures. Provide translations when required to ensure seamless communication. Maintain accurate and detailed reports to streamline processes. Ensure prompt escalation of issues following established procedures. Contribute to support process improvements with personalized macros and knowledge base updates. Participate in quality control processes to maintain high standards. Manage time effectively to meet players' needs. Master gameplay knowledge of products to better serve players. Use Helpshift, Zendesk, or other CRM tools for support. Customize macros and use MS Office or Google Suite apps for documentation. About You The company is looking for: Mastery in C1-C2 level language proficiency, with English at B2 level or higher. Excellent communication skills for effective player support. Flexibility to adapt to various situations and player needs. Accountability and reliability in handling player inquiries and issues. Proactivity in identifying and addressing player concerns. Proficiency in navigating knowledge bases for efficient support. Basic troubleshooting skills to assist players with technical challenges. Availability for full-time work, including weekends and holidays. Previous customer service or BPO experience is a plus. Familiarity with community platforms such as Discord or Slack is an asset. Passion for video games is beneficial but not required. Compensation & Benefits Non-taxable allowances HMO and life insurance Paid time offs Annual wellness subsidy Training & Development Participation in valuable training sessions to enhance skills and knowledge. How to Apply Submit your application with an updated resume. Complete an online language assessment requiring C1-C2 level proficiency; the test involves typing and should be taken on a computer. Wait 48-72 hours for assessment results. If successful, attend an online interview via MS Teams with a Talent Acquisition Specialist; some projects may require a second interview with a Team Lead or Operations Manager. Receive an offer upon successful completion of the recruitment process. This job may close before the stated closing date, you are encouraged to apply as soon as possible. #J-18808-Ljbffr

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