Customer Service Representative

Universally Speaking; Remote; GBP 25,000 - 30,000; Part time

Job summary

A leading gaming support company in the United Kingdom is looking for a Customer Service Representative. The role involves assisting players with inquiries and issues related to game functionality and account management. Candidates should demonstrate good communication skills and a genuine interest in video games. This remote position offers training from experts, fostering player satisfaction and engagement. Ideal for motivated entry-level individuals willing to learn and work flexible hours.

Benefits

Training and learning provided

Flexible working hours

Remote position

Qualifications

• Previous customer service experience is a plus.
• Motivated entry-level candidates are welcome.
• Availability to work flexible hours.

Responsibilities

• Respond promptly to player support inquiries.
• Diagnose and resolve player issues.
• Document cases and maintain knowledge-base entries.
• Contribute to the continuous improvement of support processes.

Skills

Good written communication skills in English

Interest in video games and online communities

Basic tech awareness

Teamwork and constructive feedback

Positive and empathetic attitude

Tools

Jira

Ticketing tools

Job description

Role SummaryAs a Customer Service Representative (Agent), you will be the frontline support for our client’s players. You’ll assist with inquiries, issues and feedback spanning game functionality, account management, in-game purchases, and community guidelines. Your role is vital in preserving player satisfaction, fostering loyalty, and helping bridge communication between our global gaming audience, internal and external teams (e.g., QA, Development, Community & UX).

Key Responsibilities

• Respond promptly, courteously and effectively to player support inquiries via email, chat and/or ticketing system.
• Diagnose player issues (account login, billing, in‑game transactions, technical glitches, user interface issues, platform‑specific problems) and either provide resolution or elevate to the appropriate internal team.
• Document cases thoroughly and accurately, maintaining knowledge‑base entries and player histories for future reference.
• Communicate clearly in player‑friendly language: explain steps, guide through processes, manage expectations for resolution times.
• Monitor recurring patterns in player issues and feedback, liaise with QA/Dev/Community teams to feed actionable insights.
• Uphold company policy, compliance and game‑community guidelines; elevate incidents of abuse, cheating or inappropriate behaviour to the moderation team.
• Maintain high player‑satisfaction metrics (e.g., first‑reply time, resolution time, quality ratings) while adhering to SLAs.
• Contribute to the continuous improvement of support processes, self‑help tools, FAQs and player onboarding materials.
• Stay current with game features, updates and platform changes so you can provide accurate and up‑to‑date assistance.

Qualifications & Skills

• Good written communication skills in English; additional languages are a plus but not required.
• Genuine interest in video games and online communities.
• Basic tech awareness: comfortable using computers, learning new tools, and understanding simple technical concepts (accounts, platforms, updates). Technical experience is a plus, such as familiarity with tools like Jira.
• Previous customer service experience is a plus, but motivated entry‑level candidates are welcome.
• Willingness to learn, ask questions and follow processes.
• Positive and empathetic attitude when dealing with players who may be frustrated or confused.
• Ability to work well in a team and take feedback constructively.
• Comfortable working with ticketing tools (training provided).
• Availability to work flexible hours when required to support players in different time zones.

Benefits

• We are offering a fijo-discontinuo contract.
• Training and learning, which will be provided by our on‑site experts so you could learn all the skills needed to perform this job.
• Remote position from Spain