MANILA - Player Engagement Agent (NON-VOICE and GAMING) - Permanent Onsite

Philippines·Pasig CityFull-timemid

OtherEngagement

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Quick Summary

Key Responsibilities

Communication: Deliver excellent customer support to players. Investigate and resolve player inquiries promptly through ticketing, email, or chat. Assist internal teams with project-related requests,

Requirements Summary

Mastery in C1-C2 level language proficiency, with English at B2 level or higher. Excellent communication skills for effective player support.

Technical Tools

OtherEngagement

Responsibilities

~1 min read

Communication:

→Deliver excellent customer support to players.
→Investigate and resolve player inquiries promptly through ticketing, email, or chat.
→Assist internal teams with project-related requests, ensuring smooth collaboration.
→Play a crucial role in gathering and delivering player feedback according to established procedures.
→Provide translations when required to ensure seamless communication.

Analytics:

→Maintain accurate and detailed reports to keep processes streamlined.
→Ensure prompt escalation of issues following established procedures.
→Contribute to smoother support processes with personalized macros and knowledge base.
→Play a part in maintaining high-quality standards through the QC process.

Leadership:

→Take part in valuable training sessions to enhance your skills and knowledge.
→Manage your time effectively and responsibly to meet players' needs.

Business:

→Master the gameplay knowledge of our products to serve players better.
→Familiarity with Helpshift/Zendesk or other CRM tools for seamless support.
→Knowledge of macros customization for streamlined responses.
→Experience with MS Office or Google Suite apps for documentation.

Requirements

~1 min read

Mastery in C1-C2 level language proficiency, with English at B2 level or higher.
Excellent communication skills for effective player support.
Flexibility to adapt to various situations and player needs.
Accountability and reliability in handling player inquiries and issues.
Proactivity in identifying and addressing player concerns proactively.
Proficiency in navigating knowledge bases for efficient support.
Basic troubleshooting skills to assist players with technical challenges.
Availability for full-time work, including weekends and holidays, and on different time zones as needed.

Previous Customer Service experience or any relevant experience in a BPO setting
Supporting a live chat environment (advantage if experience is handling 3 chat concurrencies)
You have some knowledge of the community platforms or ticketing tools (e.g. Discord, Slack, Zendesk, Helpshift, etc.) - this could be an asset.
You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial.

What We Offer

~1 min read

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

✓Non-taxable Allowances

✓HMO and Life Insurance

✓Paid Time Offs

✓Annual Wellness Subsidy

You send us your application with your updated resume.
After reviewing your candidacy, we invite you to our online language assessment to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Note that our language test is an integral part of the recruitment process and requires mastery in C1-C2 level language proficiency, with English at B2 level or higher. Check your inbox to find the test invitation and keep your phone close!
Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated. Please take into consideration that our certified language assessors evaluate a huge volume of language tests on a daily basis. Talent Acquisition will send an update via email once the results are available.
If you successfully pass the test - we’ll invite you for the online Interview via Google Meet with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager.
At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process consists of both online and onsite interviews. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Onsite