CSR (non-voice for video gaming project) - PUNE

Keywords Studios Plc; Maharashtra; Hybrid; INR 455,000 - 638,000; Full time

Job summary

Keywords Studios in the Asia Pacific region (Philippines) is seeking a Player Engagement Agent to connect our clients with the gaming community. You will investigate queries, respond promptly via ticketing, email, or chat, and relay feedback to developers.

Hybrid role with onboarding onsite and training, then potential transition to WFH based on business needs. Excellent English skills and CRM familiarity are essential to deliver high-quality support to players.

Qualifications

• Mastery in English at C1-C2 level with English at B2 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.

Responsibilities

• Investigate and resolve player inquiries promptly through ticketing, email, or chat.
• Deliver excellent customer support to players and provide translations when required.
• Gather and deliver player feedback to developers following established procedures.
• Assist internal teams with project-related requests to ensure smooth collaboration.
• Maintain accurate and detailed reports to keep processes streamlined.

Skills

English proficiency (C1-C2)

Communication skills

Flexibility

Accountability

Proactivity

CRM knowledge

Troubleshooting

Time management

Tools

Helpshift

Zendesk

CRM tools

MS Office

Google Suite

Job description

• This role will be hired under Helpshift, a Keywords Technology. Your employment contract and payroll will be under the Helpshift entity
• New hires are required to work fully onsite during the onboarding and training period and may transition to a WFH setup based on business needs. Please note that onsite work is determined by company directives

Note:

• This role will be hired under Helpshift, a Keywords Technology. Your employment contract and payroll will be under the Helpshift entity
• New hires are required to work fully onsite during the onboarding and training period and may transition to a WFH setup based on business needs. Please note that onsite work is determined by company directives

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video game developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences!

As a Player Engagement Agent, you'll 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. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact.

What are we looking for? Our PE Agent has a knack for the following skills:

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

You'd be a great fit for this role if you have:

• 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

Nice-to-haves:

• Previous Customer Service experience or any relevant experience in a BPO setting
• Similar experience in Email or Live Chat Support is an advantage
• You have some knowledge of the community platforms (e.g. Discord, Slack) - 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

Benefits

What do we offer?

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.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status

Phases of our recruitment journey (steps may interchange depending on need):

• 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. If you pass, there will 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 team member!

Our recruitment process is fully online and remote. 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.

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: Hybrid