Player Support Representative

2 weeks ago

Manila, National Capital Region, Philippines f-3744-42d3-aa35-92101a4631d6 Full time ₱250,000 - ₱500,000 per year

Description
We're building a talent pool of passionate and bilingual Player Support Representatives who are fluent in
English and either one of the following languages
:

  • French
  • Italian
  • German
  • Spanish
  • Portuguese

As part of our future-ready team, you'll be the voice of the brand, helping players resolve issues, answer questions, and ensure a smooth and enjoyable gaming experience.

This is a
talent pooling opportunity
, meaning your application will be considered for upcoming openings. If you're enthusiastic about gaming and customer service, we'd love to hear from you

Key Responsibilities

  • Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity.
  • Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up.
  • Guide users through product features and functionality.
  • Ensure consistent support quality by adhering to established standards and policies.
  • Collaborate and coordinate with team members to deliver the best possible support outcomes.
  • Ready to participate when there is more demand based on the Client Requirements.
  • Attend daily huddles/meetings to stay aligned on policy or Self-upskilling to stay updated with new policies and process changes before starting the shift.
  • Maintain service-level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution).
  • Escalate complex issues to the appropriate internal teams when necessary.
  • Document recurring technical issues and escalate to the appropriate teams.
  • Share insights with colleagues to continuously improve solutions.
  • Delivery support in line with tone, empathy, and professionalism guidelines.

Ready to Apply?
Step 1:
Answer the application form -

Step 2:
Submit your resume and application in this job ad.

Requirements
Work Setup

  • Must be willing to work ONSITE at Makati City on a Day Shift Schedule

Tech & Support

  • Troubleshoot and resolve game-related issues
  • Handle multiple chats, emails, and calls
  • Document actions clearly in ticket systems

Soft Skills

  • Problem-solving, empathy, and concise communication
  • Adaptable across games, tools, and policies
  • Time-efficient without sacrificing quality

Professionalism

  • Player-first mindset with policy awareness
  • Accountable, collaborative, and security-conscious
  • Calm under pressure, friendly in tone

Language

  • Fluent in both English and either one: French, Italian, German, Spanish, or Portuguese.

Bonus Points

  • Zendesk, Salesforce, or similar ticketing experience
  • Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC)
  • Passion for gaming and player communities

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