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Customer Service Representative
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Job Title: Customer Service Representative (CSR)
Job SummaryThe Customer Service Representative (CSR) provides timely and professional support to players by resolving in-game issues, account concerns, payment inquiries, and technical problems while delivering an excellent player experience.
Key Responsibilities- Respond to player inquiries via email and live chat in a timely and professional manner
- Resolve customer complaints, concerns, and technical issues efficiently
- Maintain accurate and detailed records of customer interactions and resolutions
- Escalate complex or unresolved issues to the appropriate internal teams
- Follow company procedures, service standards, and quality guidelines (SOPs)
- Resolve issues related to game accounts, logins, in-game purchases, rewards, and bugs
- Provide clear guidance on game mechanics, features, events, and updates
- Communicate planned maintenance, known issues, and system updates clearly to players
- Ensure customer satisfaction while meeting SLA and quality targets
- At least Senior High School graduate or equivalent (Bachelor's degree is a plus)
- Experience in customer service, call center, or online support is an advantage
- Strong written communication skills in English
- Ability to multitask and work in a fast-paced, player-focused environment
- Willingness to work on shifting schedules, weekends, or holidays if required
- Excellent communication and problem-solving skills
- Customer-focused and empathetic mindset
- Strong attention to detail and documentation
- Ability to follow SOPs and quality standards
- Player-centric and dynamic work environment
- Opportunity to grow in gaming, support, and operations
- Supportive team with clear performance expectations
