Customer Support Agent

Reliasourcing; Pasay; On-site; PHP 279,000 - 390,600; Full time

Job summary

A gaming support company in the Philippines is looking for a Customer Support Agent dedicated to providing exceptional assistance to players. The role involves responding to inquiries regarding accounts, assisting with technical issues, and ensuring compliance with responsible gaming guidelines. Candidates need at least one year of customer service experience, excellent English communication skills, and the ability to handle high-pressure situations. This position may require work during evenings and weekends.

Qualifications

• 1+ year of customer service experience in online support, gaming, fintech, or e-commerce.
• Fluent in English, additional languages a plus.
• Experience in high-pressure situations.

Responsibilities

• Respond to player inquiries via live chat, email, and ticketing.
• Troubleshoot basic technical issues.
• Ensure compliance with sweepstakes laws and responsible gaming guidelines.

Skills

Excellent written communication

Strong problem-solving skills

Attention to detail

Comfort with digital platforms

Ability to remain calm under pressure

Tools

CRM tools

Live chat software

Job description

Availability for evenings, weekends, and holidays may berequired

Role Overview

As a Customer Support Agent, you will be the first point of contact for our players. You’ll assist with account inquiries, gameplay questions, sweepstakes rules, technical issues, and general platform support. This role requires excellent communication skills, strong attention to detail, and a clear understanding of responsible gaming and sweepstakes compliance.

Key Responsibilities

Player Support

• Respond promptly and professionally to player inquiries via live chat, email, and ticketing systems
• Assistplayers with account setup, verification (KYC), login issues, and password resets
• Explain sweepstakes mechanics, promotions, virtual currencies, and redemption processes clearly and accurately
• Handle player concerns with empathy, patience, and professionalism

Technical & Platform Assistance

• Troubleshoot basic technical issues related to gameplay, loading errors, or account access
• Escalate unresolved technical issues to theappropriate internalteams with detailed documentation
• Report bugs, recurring issues, and player feedback to management

  Compliance & Responsible Gaming

  • Ensure all player interactions comply with sweepstakes laws, internal policies, and responsible gaming guidelines
  • Verify player eligibility and adhere to age, location, and identity requirements
  • Handle sensitive data securely andin accordance withprivacy regulations

  Quality & Performance

  • Maintain high customer satisfaction scores and meet response time SLAs
  • Accurately log all interactions in CRM and ticketing systems
  • Stay up to date on product updates, promotions, and policy changes

  Qualifications

  Required

  • 1+ year of customer service experience (online support, gaming, fintech, or e-commerce preferred)
  • Excellent written communication skills in English (additionallanguages a plus)
  • Strong problem-solving skills and attention to detail
  • Comfort working with digital platforms, CRM tools, and live chat software
  • Ability to remain calm and professional in high-volume or high-pressure situations

  Preferred

  • Experience in online gaming, sweepstakes casinos, social casinos, or iGaming
  • Familiarity with KYC processes and digital wallets
  • Understanding of sweepstakes laws and virtual currency models
  • Clear, friendly, and professional communication
  • Multitasking and time management
  • Adaptability in a fast-changing environment