As a Player Engagement Agent, you’ll act as a vital connection between game developers and the players they serve. Your role centers on understanding player concerns, investigating issues, and delivering clear, accurate responses through email, chat, and ticketing platforms. You’ll ensure every inquiry is handled with care, following established procedures while maintaining high standards of quality and efficiency.
What You’ll Do
- Respond to player inquiries using ticketing systems, email, or chat with accuracy and timeliness.
- Investigate and resolve support issues, escalating when necessary according to protocol.
- Collaborate with internal teams to support project goals and improve player experiences.
- Collect and relay player feedback to development teams using structured reporting methods.
- Contribute to knowledge base content and customize response templates to improve support workflows.
- Perform quality checks to uphold service standards and support continuous improvement.
- Participate in training sessions to build expertise in both support processes and game systems.
- Translate communications as needed to support multilingual player bases.
- Maintain detailed records and reports to ensure transparency and efficiency.
What We’re Looking For
- Advanced proficiency in at least one language at C1-C2 level, with English at B2 or higher.
- Strong written communication skills and the ability to adapt tone for diverse audiences.
- Reliability and accountability when managing sensitive or time-critical inquiries.
- Flexibility to work across time zones, including weekends and holidays as needed.
- Basic technical troubleshooting skills to assist players with common gameplay or access issues.
- Experience navigating knowledge bases and CRM platforms such as Helpshift or Zendesk.
- Familiarity with macros and response automation tools to streamline support.
- Proficiency in MS Office or Google Suite for documentation and reporting.
Preferred Background
- Prior experience in customer service, particularly in a BPO environment.
- Exposure to community or support platforms like Discord, Slack, or ticketing systems.
- A genuine interest in video games—helpful, but not required.
Work Environment
This is a hybrid role based in Bacolod City. New team members begin on-site for onboarding and training, then transition to work-from-home with periodic office attendance as needed for client requirements, events, or project demands.
Benefits
- Non-taxable allowances
- HMO and life insurance coverage
- Paid time off
- Annual wellness subsidy
Our Commitment to Inclusion
We uphold a strict Equal Opportunities Policy, ensuring fair treatment for all current and prospective team members. Our culture values diversity, equity, and inclusion, fostering a supportive environment where everyone can grow and contribute meaningfully.
