Customer Service Representative

789 Creative Inc.; Taguig; On-site; PHP 312,000 - 469,000; Full time

Job summary

789 Creative Inc. is seeking a Customer Support Specialist to assist players through phone, email, and live chat, resolving inquiries, processing payments, and promoting services while maintaining high customer satisfaction.

Role includes account verification, KYC, and cross-functional collaboration with Finance, Compliance, Marketing, and Operations to enhance processes and customer experience. Shifts may include weekends at the BGC office.

Qualifications

• Bachelor's degree in any field required.
• Minimum 2 years in a Customer Service role (BPO or gaming preferred).
• Excellent communication and interpersonal skills.
• Proficient with customer service software and databases.
• Ability to multitask and work under pressure.
• Team player with professional attitude.
• Willing to work on shifting schedule, including weekends/holidays.
• Based in BGC, Manila area (Philippines).

Responsibilities

• Provide prompt assistance to customers/players via phone, email, live chat.
• Handle inquiries, complaints, and disputes; escalate when needed.
• Promote online gaming services, plans, promotions, and rewards.
• Achieve or exceed targets for sales, registrations, or customer satisfaction.
• Maintain records in CRM systems of customer interactions and sales activities.
• Gather feedback and share insights to improve products and CX.
• Assist with account registration, password resets, and verification processes.
• Monitor accounts for unusual activity and report accordingly.
• Guide customers through KYC checks and compliance procedures.
• Ensure all tasks comply with policies and regulations.
• Process payments, withdrawals, refunds across multiple channels.
• Verify transactions and flag irregularities; coordinate with banks/providers.
• Educate customers on payment options and troubleshoot issues.
• Generate payment reports for management and audits.
• Identify trends and support process improvements.
• Promote games, subscriptions, and promotions; explain terms.
• Track leads, conversions, and campaign performance.
• Stay updated on games and company updates.
• Provide guidance on gameplay and troubleshooting; address performance issues.
• Conduct KYC/AML verifications; sanctions screening; risk monitoring.
• Maintain records and prepare reports for management.
• Coordinate with Finance, Compliance, Marketing, and Operations to resolve issues.
• Assist in training or mentoring new team members.
• Participate in audits or system rollouts.
• Perform other duties as assigned by supervisors.

Skills

Excellent communication skills

Strong interpersonal skills

Customer-focused mindset

Proficient in customer service tools

Multitasking under pressure

Team player

Shifts including weekends/holidays

Based in BGC, Philippines

Education

Bachelor's degree in any field

Job description

Job Requirements:

• Bachelor's degree in any field


• At least 2-years of experience in a Customer Service role, preferably within BPO or gaming industry.


• Excellent communication skills


• Strong interpersonal skills and customer-focused mindset.


• Proficient in using customer service software, databases, and other relevant technologies


• Ability to handle multiple tasks efficiently and work under pressure.


• Team player with a professional attitude


• Willing to work on shifting schedule, including weekends or holiday (if applicable)


• Amenable to work at BGC, from Monday - Saturday

Key Responsibilities:

Customer Support & Engagement

• Provide prompt and professional assistance to customers/players via phone, email, live chat, and other communication channels.


• Handle inquiries, complaints, and disputes efficiently, escalating unresolved cases to the appropriate teams.


• Promote online gaming services, subscription plans, promotions, and rewards in a clear and persuasive manner.


• Achieve or exceed targets for sales, registrations, or customer satisfaction metrics.


• Maintain accurate records of customer interactions, feedback, and sales activities in CRM systems.


• Gather customer feedback and share insights with relevant departments to improve products, services, and customer experience.

Account Management & Verification

• Assist customers with account registration, password resets, profile updates, and verification processes.


• Monitor accounts for unusual or suspicious activity and report accordingly.


• Guide customers through KYC (Know Your Customer) documentation checks and account compliance procedures.


• Ensure all account management and verification tasks comply with company policies and regulatory requirements.

Payments & Transactions

• Process payments, withdrawals, refunds, and chargebacks accurately and within established timelines across multiple payment channels (credit/debit cards, e-wallets, online banking, cryptocurrency, etc.).


• Utilize automated systems to verify and reconcile online transactions, monitor exceptions, and elevate irregularities or potential fraud for further review.


• Coordinate with banks, payment processors, and e-wallet providers to ensure smooth and efficient payment operations.


• Assist customers with payment-related inquiries, educate them on available payment options, and troubleshoot failed or delayed transactions.


• Generate and review daily, weekly, and monthly payment reports, ensuring data accuracy and supporting internal and external audits as required.


• Identify trends, recommend enhancements, and support continuous improvement initiatives to strengthen payment efficiency, accuracy, automation, and security.

Marketing & Promotions

• Promote games, subscription plans, and promotional offers to prospective and existing customers.


• Explain bonus terms, wagering requirements, and promotional eligibility.


• Track leads, conversions, and campaign performance, collaborating with marketing and sales teams for improvement.


• Stay updated on new games, promotions, industry trends, and company updates to provide accurate information.

Game & Product Support

• Provide guidance on gameplay, platform features, and technical troubleshooting.


• Address issues related to game performance, latency, or system errors.


• Keep customers informed about new game releases, updates, and system enhancements.

Compliance & Risk Management (KYC/AML)

• Conduct KYC verification, Customer Due Diligence (CDD), and Enhanced Due Diligence (EDD) for high-risk customers.


• Screen customers against sanctions lists, PEPs (Politically Exposed Persons), and watchlists.


• Monitor accounts for suspicious or unusual activity, escalating potential risks to Compliance or AML Officers.


• Ensure adherence to local and international financial regulations, data privacy policies, and company standards.

Reporting & Documentation

• Maintain accurate records of customer interactions, transactions, and verification processes.


• Prepare reports on customer feedback, payment activities, suspicious accounts, or trends for management.


• Document leads, campaign performance, and KYC/AML findings for auditing and compliance purposes.

Collaboration & Support

• Coordinate with Finance, Compliance, Marketing, and Operations teams to resolve issues and improve processes.


• Assist in training or mentoring new team members.


• Participate in cross-departmental projects, audits, or system rollouts.

Other Duties

• Perform other responsibilities as assigned by immediate supervisors, management, or department heads.