Player Engagement Agent

3 weeks 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.

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