BACOLOD FOR POOLING - Player Engagement Agent (NON-VOICE and GAMING)

Keywords Studios Plc; Western Visayas; Sur place; PHP 240 000 - 420 000; Plein temps

Avantages offerts par ce poste

Non-taxable Allowances

HMO and Life Insurance

Paid Time Offs

Annual Wellness Subsidy

Résumé du poste

Keywords Studios is seeking a Player Engagement Agent to serve as the essential link between our clients and the gaming community. The role is onsite at VSB Building, 7th St, Bacolod City, 6100, Philippines, and focuses on delivering prompt, quality responses to players while gathering valuable feedback for our developers.

As part of the Player Engagement team, you will work with CRM tools like Zendesk and Helpshift, maintain reports, and contribute to high-quality support processes.

Qualifications

• C1-C2 language proficiency required
• English B2 level or higher
• Full-time availability including weekends
• Proactive and reliable in handling inquiries
• Experience in customer support or BPO is a plus

Responsabilités

• Respond to players via ticketing, email, or chat
• Investigate and resolve player inquiries promptly
• Provide feedback to developers based on player input
• Coordinate with internal teams for smooth support
• Translate content as needed to ensure clear communication

Connaissances

Communication

Analytical

Leadership

CRM tools

Outils

Zendesk

Helpshift

Discord

Slack

Description du poste

New hires are required to report onsite. The office is located at VSB Building, 7th St, Bacolod City, 6100

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 and apply today!

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

• 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

Nice-to-haves

• Previous Customer Service experience or any relevant experience in a BPO setting
• Supporting a live chat environment (advantage if experience is handling 3 chat concurrencies)
• You have some knowledge of the community platforms or ticketing tools (e.g. Discord, Slack, Zendesk, Helpshift, etc.) - 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

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.

Benefits

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy

Role Information

• EN
• Keywords Studios
• Asia Pacific, Philippines
• Player Engagement
• Engage
• Permanent
• Onsite