Email Support Representative

10 hours ago

Pasay, National Capital Region, Philippines Reliasourcing Inc. Full time ₱250,000 - ₱500,000 per year

Job Title: Email Support Representative

Work Setup:
Full Onsite in Pasay & Shifting Schedule

Job Summary:

As an Email Support Representative, you will be the frontline of player communication, handling inquiries and concerns via email with professionalism, empathy, and efficiency. You'll assist players with a variety of issues including account access, payment disputes, gameplay questions, and technical bugs.

You'll represent the client brand by delivering world-class, player-first support. Your role also includes identifying trends, escalating unresolved issues, and ensuring all communications meet internal quality standards and service level agreements (SLAs).

Key Responsibilities:

Email Support & Player Interaction

  • Respond to player inquiries via email within agreed turnaround times (TAT)
  • Address issues such as login problems, account recovery, missing rewards, and event clarifications
  • Provide clear guidance using self-help steps or internal resources

In-Game Support & Clarification

  • Investigate and resolve concerns related to game mechanics, rewards, boosters, and in-app currency
  • Explain game features, events, and promotions in a concise and engaging manner
  • Use internal tools and knowledge bases to ensure accurate information

Payment & Account Support

  • Assist with in-app purchase issues, failed transactions, and billing disputes
  • Validate purchase confirmations and escalate complex cases to backend teams
  • Coordinate with finance or tech teams for refunds, chargebacks, or balance adjustments

Bug Reporting & Escalation

  • Identify recurring issues or potential bugs based on ticket trends
  • Escalate unresolved or critical cases to QA, Product, or Tech Support teams
  • Follow escalation protocols while maintaining ownership until resolution
  • Documentation & Quality Compliance
  • Accurately tag and document each interaction using CRM/ticketing platforms
  • Maintain high standards of grammar, clarity, and empathy in written responses
  • Adhere to brand voice, internal guidelines, and confidentiality policies

Performance & Team Collaboration

  • Meet or exceed KPIs such as Response Time, CSAT, First Contact Resolution, and QA scores
  • Participate in calibrations, feedback sessions, and training programs
  • Share insights and contribute to the knowledge base to improve support quality

Qualifications:

  • Minimum 1 year of customer support experience, with at least 1 year in gaming-related support, preferably via email/chat for mobile apps.
  • Strong written English communication skills with excellent grammar and tone awareness
  • Empathetic, player-first mindset with the ability to handle frustrated users professionally
  • Familiarity with gaming culture and casual mobile games is a strong advantage
  • Experience with ticketing systems (e.g., Zendesk, Freshdesk, Helpshift) preferred
  • Tech-savvy and comfortable using multiple tools and systems simultaneously
  • Willing to work onsite with a rotating schedule, including weekends and holidays
  • Bachelor's degree or equivalent
  • Quick learner with strong product knowledge retention
  • Positive and professional attitude toward customers at all times
  • Strong time management and task prioritization skills
  • Ability to work well under pressure and think on your feet

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