Customer Service Representative | Onsite | BGC, Taguig

BB Wave Inc.; Taguig; Hybrid; PHP 446,000 - 714,000; Full time

Job summary

BB Wave Inc. in the Philippines is seeking a versatile Customer Support professional to assist players via phone, email, live chat, and other channels.

You will manage inquiries, resolve disputes, promote services, and aim to exceed sales, registrations, or satisfaction targets. You will handle account registration, KYC procedures, payments, and collaboration with Finance, Compliance, Marketing, and Operations to ensure smooth operations.

Qualifications

• Bachelor's degree or equivalent.
• Minimum 2 years in a customer service role, preferably BPO or gaming.
• Excellent communication skills and customer-focused mindset.
• Proficiency with customer service software and databases.
• Ability to handle multiple tasks and work under pressure.
• Team player with professional attitude and flexibility for shifts.

Responsibilities

• Provide prompt and professional assistance to customers via phone, email, live chat, and other channels.
• Handle inquiries, complaints, and disputes; escalate unresolved cases.
• Promote online gaming services, plans, promotions, and rewards.
• Aim to exceed targets for sales, registrations, or customer satisfaction.
• Maintain accurate records of interactions and sales activity in CRM.
• Gather feedback and share insights to improve products and services.

Skills

Customer service

CRM software

KYC compliance

Payments processing

Team collaboration

Communication skills

Education

Bachelor's degree

Tools

CRM systems

Payment processors

Billing software

Job description

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.

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)