Player Support Representative

2 weeks ago

Makati City, National Capital Region, Philippines 37dcb98c-f35e-4993-8761-d4c270660e9a Full time ₱250,000 - ₱500,000 per year

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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