Customer Service Representative

3 days ago

Bonifacio Global Metro Manila, Philippines Double Eagle Amusement and Leisure Corporation Full time ₱250,000 - ₱500,000 per year

Key Responsibilities:

  1. Customer Support

  2. Provide prompt and professional assistance to players via live chat, email, and phone.

  3. Resolve player queries related to account management, deposits, withdrawals, bonuses, and technical issues.

  4. Handle complaints and disputes efficiently, escalating unresolved cases to the appropriate teams when necessary.

  5. Player Account Management

  6. Assist with account verification processes, including KYC (Know Your Customer) documentation checks.

  7. Guide players through account registration, password resets, and profile updates.

  8. Monitor player accounts for unusual activity and report any suspicious behavior.

  9. Game and Product Support

  10. Offer guidance on gameplay, rules, and technical troubleshooting for platform features and games.

  11. Address issues related to game performance, latency, or system errors.

  12. Keep players informed about new game releases, promotions, and updates.

  13. Payments and Transactions

  14. Assist players with payment-related inquiries, such as deposit methods, withdrawal timelines, and failed transactions.

  15. Educate players about available payment options and provide troubleshooting for payment gateway issues.

  16. Collaborate with the payments team to resolve transaction disputes and chargebacks.

  17. Promotions and Bonuses

  18. Explain promotional offers, bonus terms, and wagering requirements to players.

  19. Address player concerns about promotional eligibility and rewards.

  20. Verify bonus claims and ensure adherence to promotional guidelines.

  21. Feedback and Reporting

  22. Gather player feedback and share insights with relevant departments to improve products and services.

  23. Prepare reports on customer interactions, common issues, and player satisfaction levels.

  24. Suggest process improvements to enhance customer support efficiency and player experience.

Job Requirements:

  • Bachelor's degree in any field

  • At least 2-years of experience in a Customer Service role, preferably within BPO or gaming industry.

  • Excellent communication skills

  • Strong interpersonal skills and customer-focused mindset.

  • Proficient in using customer service software, databases, and other relevant technologies

  • Ability to handle multiple tasks efficiently and work under pressure.

  • Team player with a professional attitude

  • Willing to work on shifting schedule, including weekends or holiday (if applicable)

  • Amenable to work at BGC, from Monday - Saturday

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