Non-Voice Customer Service

2 weeks ago

Pasay, National Capital Region, Philippines Reliasourcing Full time ₱150,000 - ₱250,000 per year

Job Title: Email Support Representative (Gaming)

Work Setup: Work Onsite in Pasay

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.

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
  • Familiar with gaming culture and casual mobile games
  • Experience with ticketing tools (Zendesk, Freshdesk, Helpshift) preferred
  • Tech-savvy; quick learner with strong retention
  • Flexible to onsite, rotating shifts (incl. weekends/holidays)
  • Bachelor's degree or equivalent
  • Professional, positive, and adaptable under pressure

Job Type: Full-time

Benefits:

  • Paid training

Ability to commute/relocate:

  • Pasay: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

  • Gaming account: 1 year (Preferred)

Work Location: In person

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