Description
We are seeking a Player Engagement Agent to join our team in Manila. As a Player Engagement Agent, you will serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers.
Role Overview As a Player Engagement Agent, you'll investigate and resolve player inquiries, provide excellent customer support, and gather player feedback.
Responsibilities
- Deliver excellent customer support to players
- Investigate and resolve player inquiries promptly through ticketing, email, or chat
- Assist internal teams with project-related requests
- Gather and deliver player feedback according to established procedures
- Provide translations when required
- Maintain accurate and detailed reports
- Ensure prompt escalation of issues following established procedures
- Contribute to smoother support processes with personalized macros and knowledge base
- Participate in valuable training sessions to enhance your skills and knowledge
- 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
- 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
Benefits
- Non-taxable Allowances
- HMO and Life Insurance
- Paid Time Offs
- Annual Wellness Subsidy
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