Customer Service Representative

Megabet Corp.; Parañaque; On-site; PHP 223,200 - 334,800; Full time

Job summary

A gaming company in Metro Manila is seeking a Customer Support Specialist to manage player inquiries and provide technical assistance. The role requires strong communication skills, customer service orientation, and basic technical knowledge. Candidates should be high school graduates, with a willingness to work in a fast-paced environment, and be available for shifting schedules. Competitive compensation offered.

Qualifications

• Strong verbal and written communication skills in English and the local language.
• Prior customer service experience is an advantage but not required.
• Willing to work on a shifting schedule and under pressure.

Responsibilities

• Respond promptly to player inquiries via live chat, email, or phone.
• Troubleshoot technical problems with games and account access.
• Assist players with deposits, withdrawals, and payment processing.
• Explain the rules of games, promotions, and loyalty programs.

Skills

Communication skills

Customer-centric approach

Problem-solving skills

Basic computer literacy

Education

High school graduate (Senior High School for K-12) or equivalent

Tools

CRM tools

Job description

Responsibilities

• Customer Support — Respond promptly to player inquiries via live chat, email, or phone. Assist customers with account-related issues such as registration, login, and password recovery. Provide guidance on the use of the casino website or app.
• Technical Assistance — Troubleshoot technical problems with games, deposits, withdrawals, and account access. Escalate complex technical issues to the IT or technical support team.
• Payments and Transactions — Assist players with deposits, withdrawals, and payment processing. Verify documents for identity verification (KYC) and compliance. Address issues related to delays or errors in financial transactions.
• Gaming Support — Explain the rules of games, promotions, bonuses, and loyalty programs. Ensure customers understand the terms and conditions associated with bonuses and promotions. Resolve disputes related to game outcomes or bonus eligibility.
• Compliance and Security — Follow protocols to detect and report suspicious activities (e.g., fraud, money laundering). Ensure compliance with gaming regulations and the platform’s terms of service.
• Customer Retention and Relationship Management — Build and maintain positive relationships with customers. Encourage repeat play through excellent service and promotional offers. Notify players of upcoming promotions, tournaments, or events.
• Feedback and Reporting — Record and escalate customer feedback for service or product improvement. Generate reports on common issues, customer concerns, or operational challenges.
• Multitasking in a Fast-Paced Environment — Handle multiple queries simultaneously via different communication channels. Prioritize tasks efficiently to meet response time targets.

Qualifications

• Basic Qualifications:
• Educational Background: At least a high school graduate (Senior High School for K-12) or equivalent. Some accounts may prefer college-level education.
• Experience: Prior customer service experience is an advantage but not required. Fresh graduates are welcome to apply.
• Communication Skills: Strong verbal and written communication skills in English and the local language.
• Technical Skills: Basic computer literacy, including familiarity with CRM tools, email, and chat support.
• Problem-Solving Skills: Ability to handle customer inquiries, complaints, and requests efficiently and professionally.
• Customer-Centric Approach: A positive attitude, patience, and willingness to provide excellent customer service.
• Other Requirements:
• Willing to work on a shifting schedule, weekends, and holidays as needed.
• Can work onsite
• Must be able to work under pressure and meet performance metrics.