BACOLOD - Player Engagement - Agent (gaming and non-voice)

Overview PLEASE NOTE THAT THIS IS ONLY FOR POOLING PURPOSES. WE WILL CONTINUE TO PROCESS APPLICATIONS ONCE OUR BACOLOD-BASED HIRING REQUIREMENTS HAVE BEEN CONFIRMED. New hires are required to report onsite during the onboarding and training period then transition into a WFH setup. The temporary onboarding and training venue is ESJ Building, Bacolod City, 6100, Negros Occidental. However, all team members are expected to report onsite based on business needs (client visits, company events, project-specific needs, etc.). Since 1998, we have grown into a global team of over 12,000 professionals across 70+ studios in 26 countries, supporting video games developers and publishers with art, audio, testing, localization and Player Engagement services. We aim to build engaging player communities and deliver outstanding experiences. Role overview As a Player Engagement Agent, you will serve as the essential link between our clients and the gaming community. You will investigate and deliver prompt, quality responses to players' questions while providing valuable feedback to our developers. The role offers a dynamic workspace, opportunities for growth, and the chance to make a meaningful impact. What are we looking for? Our PE Agent has a knack for the following skills Communication Deliver excellent customer support to players. Investigate and resolve player inquiries promptly through ticketing, email, or chat. Assist internal teams with project-related requests, ensuring smooth collaboration. Gather and deliver player feedback according to established procedures. Provide translations when required to ensure seamless communication. Analytics Maintain accurate and detailed reports to keep processes streamlined. Ensure prompt escalation of issues following established procedures. Contribute to smoother support processes with personalized macros and knowledge base. Support high-quality standards through the QC process. Leadership Participate in training sessions to enhance skills and knowledge. Manage time effectively to meet players' needs. Business Master gameplay knowledge of our products to serve players better. Familiarity with CRM tools (e.g., Helpshift, Zendesk) for seamless support. Knowledge of macros customization for streamlined responses. Experience with MS Office or Google Suite for documentation. You'd be a great fit for this role if you have Language proficiency at C1-C2 level with English at B2 or higher. Excellent communication skills for effective player support. Flexibility to adapt to various situations and player needs. Accountability and reliability in handling inquiries. Proactivity in identifying and addressing player concerns. Proficiency in navigating knowledge bases for efficient support. Basic troubleshooting skills for technical challenges. Availability for full-time work, including weekends/holidays and across time zones as needed. Nice-to-haves Previous customer service experience or BPO experience. Knowledge of community platforms or ticketing tools (e.g., Discord, Slack, Zendesk, Helpshift). Passion for video games is a plus. What do we offer? Keywords Studios is committed to equal opportunity and a diverse workplace. We strive to provide equal opportunities for all employees and potential employees. Benefits Non-taxable allowances HMO and Life Insurance Paid time off Annual wellness subsidy Phases of our recruitment journey Submit your application with an updated resume. Complete our online language assessment; mastery in C1-C2 language proficiency with English at B2 level or higher is required. The test requires typing, so use a computer with keyboard language settings aligned to your language. Assessment results are typically available within 48–72 hours. If you pass, 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. If successful, you may receive an offer to join Keywords Studios as a new team member. Our recruitment process is fully online and remote. We review every candidate individually and will respond with status updates as soon as possible. If you’re interested in joining, we encourage you to apply. We are awaiting your move #imaginemore Applicant privacy: By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at Role Information: EN Studio: Keywords Studios Location: Asia Pacific, Philippines Area of Work: Player Engagement Service: Engage Employment Type: Permanent Working Pattern: Hybrid #J-18808-Ljbffr