PUNE CSR (Non-voice for Video Gaming Project)

Keywords Studios Plc; Pune District; On-site; INR 515,000 - 1,031,000; Full time

Benefits offered by this job

Hybrid work model

Equal opportunity employer

Job summary

Keywords Studios is hiring a Player Engagement Agent in the Asia Pacific region (Philippines) to act as the essential link between clients and players. You will respond to inquiries, gather feedback, and provide translations to ensure clear communication.

The role offers a dynamic environment with growth opportunities and requires knowledge of CRM tools and strong customer service skills. Onboarding is onsite with potential transition to hybrid/work-from-home as advised by company directives.

Qualifications

• Strong command of English (C1–C2) with B2 minimum.
• Excellent communication skills for effective player support.
• Flexibility to adapt to various situations and player needs.
• Accountability and reliability in handling inquiries and issues.
• Proactive in identifying and addressing player concerns.
• Ability to navigate knowledge bases for efficient support.
• Basic troubleshooting skills for technical challenges.
• Available for full-time work, including weekends and holidays.

Responsibilities

• Respond to players via ticketing, email, or chat with prompt, quality answers.
• Investigate and resolve player inquiries; escalate as needed.
• Provide translations to ensure clear communication with players and teams.
• Gather and relay player feedback to developers and internal teams.
• Maintain and update reports to keep processes streamlined.
• Contribute to streamlined workflows using macros and knowledge bases.

Skills

Customer support

Ticketing

CRM tools

MS Office

Knowledge base

Reporting

Tools

Zendesk

CRM tools

MS Office

Google Suite

Job description

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 games 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!

Role overview

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. Level up your game

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

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