Customer Service Representative

Private Advertiser; Tagum; On-site; PHP 180,000 - 300,000; Full time

Job summary

Private Advertiser in the Philippines seeks a customer services professional to handle in-game support, billing, and account inquiries with accuracy and empathy.

You will guide players through gameplay issues, report bugs to Development and QA, and maintain thorough ticket logs while contributing to knowledge bases and support workflows. Excellent communication and patience are essential for success.

Qualifications

• Minimum 1 year of experience in customer service.
• Strong written and verbal English communication.
• Ability to work with cross-functional teams.
• Familiarity with ticketing systems and knowledge bases.

Responsibilities

• Address technical, account, and billing issues promptly with accurate guidance.
• Guide players through gameplay difficulties and promotional inquiries to maintain high satisfaction.
• Escalate critical bugs and complex issues to Development and QA teams.
• Maintain logs, track issue resolution metrics, and contribute to internal knowledge bases.

Skills

Customer support

Communication

Troubleshooting

Cross-team collaboration

Tools

CRM systems

Job description

Customer Resolution: Addressed technical, account, and billing issues promptly while providing accurate guidance on game mechanics and live events.

Troubleshooting & Support: Guided players through gameplay difficulties, system bugs, and promotional inquiries to ensure high satisfaction.

Cross-Department Escalation: Partnered closely with Development and QA teams to report critical bugs and resolve multi-faceted technical issues.

Ticketing & Documentation: Utilized customer service tools to track player communications, maintain logs, and track issue resolution metrics.

Insight Gathering: Monitored community sentiment and ticket trends to provide actionable feedback for upcoming game updates.

Knowledge & Process Optimization: Kept up to date with continuous patch releases while contributing to internal knowledge bases and support workflows.

Your application will include the following questions:

• How many years' experience do you have as a customer services representative?