Customer Service Representative

PlayTime Entertainment; Philippines; On-site; PHP 201,000 - 290,000; Full time

Job summary

PlayTime Entertainment is seeking a Customer Service Representative to support players with in-game issues, account concerns, payments, and technical problems, delivering an exceptional player experience.

You will handle inquiries via email and live chat, resolve issues, and document interactions while adhering to SOPs and SLAs in a fast-paced environment.

Qualifications

• Senior High School graduate or equivalent; Bachelor’s degree is a plus.
• Experience in customer service, call center, or online support is an advantage.
• Strong written communication skills in English.
• Ability to multitask in a fast-paced, player-focused environment.
• Willingness to work shifting schedules, weekends or holidays if required.

Responsibilities

• Respond to player inquiries via email and live chat promptly.
• Resolve customer complaints, concerns, and technical issues efficiently.
• Maintain accurate and detailed records of customer interactions and resolutions.
• Escalate complex issues to appropriate internal teams.
• Follow SOPs and quality guidelines (SOPs).
• Resolve issues related to game accounts, logins, purchases, rewards, and bugs.
• Provide clear guidance on game mechanics, features, events, and updates.
• Communicate planned maintenance and system updates clearly to players.

Skills

Written English

Customer service mindset

Problem solving

Attention to detail

Documentation

Education

Senior High School diploma

Bachelor’s degree (preferred)

Job description

Job Summary

The Customer Service Representative (CSR) provides timely and professional support to players by resolving in-game issues, account concerns, payment inquiries, and technical problems while delivering an excellent player experience.

Job Summary

The Customer Service Representative (CSR) provides timely and professional support to players by resolving in-game issues, account concerns, payment inquiries, and technical problems while delivering an excellent player experience.

Key Responsibilities

• Respond to player inquiries via email and live chat in a timely and professional manner
• Resolve customer complaints, concerns, and technical issues efficiently
• Maintain accurate and detailed records of customer interactions and resolutions
• Escalate complex or unresolved issues to the appropriate internal teams
• Follow company procedures, service standards, and quality guidelines (SOPs)
• Resolve issues related to game accounts, logins, in-game purchases, rewards, and bugs
• Provide clear guidance on game mechanics, features, events, and updates
• Communicate planned maintenance, known issues, and system updates clearly to playersEnsure customer satisfaction while meeting SLA and quality targets

Qualifications & Requirements

• At least Senior High School graduate or equivalent (Bachelor’s degree is a plus)
• Experience in customer service, call center, or online support is an advantage
• Strong written communication skills in English
• Ability to multitask and work in a fast-paced, player-focused environment
• Willingness to work on shifting schedules, weekends, or holidays if required

Skills & Competencies

• Excellent communication and problem-solving skills
• Customer-focused and empathetic mindset
• Strong attention to detail and documentation
• Ability to follow SOPs and quality standards