Customer Service Specialist / Subject Matter Expert (Live Chat)

Playtime Entertainment Corp.; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Playtime Entertainment Corp. in the Philippines is seeking a Senior Customer Service Specialist / SME to handle complex live chat concerns, guide agents, and improve service quality.

You will provide real-time guidance, investigate issues, and contribute to knowledge bases and process documentation. The role requires strong communication, analytical thinking, and willingness to work shifting schedules.

Qualifications

• Experience in live chat customer service handling escalations and complex concerns.
• Strong written and verbal communication skills with professional tone.

Responsibilities

• Handle complex, escalated live chat concerns and provide timely resolutions.
• Serve as SME on products, policies, SOPs, and Terms of Use.
• Provide real-time guidance to agents on difficult cases and escalation procedures.
• Investigate issues by reviewing accounts and interactions.
• Coordinate with departments to resolve issues requiring deeper investigation.
• Create and maintain knowledge base articles and templates.

Skills

Customer service

Escalation handling

Live chat

Knowledge sharing

Analytical thinking

Written communication

Verbal communication

CRM platforms

Knowledge bases

SLA / CSAT awareness

Tools

CRM platforms

Live chat tools

Ticketing systems

Knowledge bases

Job description

About the role

We are looking for a Senior Customer Service Specialist / Subject Matter Expert (SME) to handle complex live chat concerns, provide expert guidance to customer service agents, and help improve service quality and operational processes. The ideal candidate has strong customer service experience, sound judgment in resolving escalations, and the ability to support colleagues through practical guidance and knowledge sharing.

Key responsibilities

• Handle complex, sensitive, and escalated customer concerns through live chat, ensuring accurate and timely resolutions.
• Serve as a subject matter expert on products, services, company policies, SOPs, and Terms of Use.
• Provide real-time guidance to agents on difficult cases, troubleshooting steps, and appropriate escalation procedures.
• Investigate customer issues by reviewing account information, transaction records, and previous interactions.
• Coordinate with relevant departments to resolve concerns requiring further investigation or specialized support.
• Review and investigate PAGCOR-related complaints, prepare supporting documentation, and coordinate with the appropriate teams for resolution.
• Support onboarding, nesting, and refresher training by sharing product knowledge, process guidance, and practical case examples.
• Work with Quality Assurance to identify recurring service issues and recommend improvements in response accuracy, consistency, and customer experience.
• Create and update knowledge base articles, FAQs, response templates, and process documentation.
• Identify gaps in customer service workflows and recommend improvements to reduce repeat contacts and strengthen issue resolution.

About you

• Relevant experience in live chat customer service, including handling complex concerns and escalations.
• Previous experience as a Senior Customer Service Representative, SME, Escalation Specialist, or a similar role is preferred.
• Strong knowledge of customer service processes, case investigation, and escalation handling.
• Excellent written and verbal communication skills, with the ability to explain information clearly and professionally.
• Strong analytical skills and sound judgment when handling sensitive or high-risk cases.
• Ability to guide colleagues and share knowledge effectively.
• Familiarity with customer service metrics, including SLA, CSAT, quality scores, response time, and productivity.
• Experience using CRM platforms, live chat tools, ticketing systems, and knowledge bases.
• Strong attention to detail and the ability to manage multiple cases in a fast-paced environment.
• Willingness to work shifting schedules, including weekends and holidays.