Email Support Representative

Relia Sourcing; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Relia Sourcing in Pasay, Philippines is seeking a detail-oriented Email Support Representative to join our on-site team. You will handle customer inquiries via email, resolve issues, and maintain detailed records to ensure a smooth customer experience.

The ideal candidate has at least 1 year of email or customer support experience, strong written and verbal communication skills, and familiarity with CRM tools.

Qualifications

• 1 year minimum experience in email or customer support (BPO or online gaming ops preferred).
• Strong analytical and customer-first mindset.
• Excellent written and verbal communication with strong attention to detail.
• Experience escalating issues clearly to clients or developers is a plus.
• Familiarity with online gaming platforms or virtual casino games is advantageous.
• Experience using CRM/helpdesk tools such as Intercom, Zendesk, or Freshdesk.

Responsibilities

• Respond to customer inquiries and concerns through email in a professional and timely manner.
• Provide accurate information and troubleshoot issues based on company guidelines.
• Identify, investigate, and escalate issues such as bugs, redemption concerns, or customer patterns.
• Maintain organized and detailed records of all customer interactions.
• Handle retention cases with empathy and sound judgment.
• Meet performance targets in quality, accuracy, and response time.
• Collaborate with internal teams to improve customer experience and process efficiency.

Skills

Customer support

Analytical thinking

Written communication

Verbal communication

Escalation management

Teamwork

Tools

Intercom

Zendesk

Freshdesk

Job description

Job Summary:

We are looking for a detail-oriented and customer-focused Email Support Representative
to join our on-site team in Pasay. This role involves handling customer inquiries via email,
resolving issues efficiently, and ensuring a smooth customer experience. The ideal
candidate has strong written communication skills, experience in email support, and
preferably a background in online gaming operations.

Key Responsibilities:

• Respond to customer inquiries and concerns through email in a professional and
  timely manner.
• Provide accurate information and troubleshoot issues based on company
  guidelines.
• Identify, investigate, and escalation issues such as:
• Bugs or technical errors
• Redemption concerns
• Emerging trends or customer patterns
• Other issues requiring developer or client attention
• Maintain organized and detailed records of all customer interactions.
• Handle retention cases with empathy and sound judgment.
• Meet performance targets in quality, accuracy, and response time.
• Collaborate with internal teams to improve customer experience and process
  efficiency.

Qualifications:

• Minimum of 1 year experience in email or customer support (BPO or online gaming
  operations preferred).
• Strong analytical and investigative skills with a customer-first mindset.
• Excellent written and verbal communication skills with strong attention to detail.
• Proven ability to escalation issues clearly and effectively to clients or developers.
• Familiarity with online gaming platforms or virtual casino games is an advantage.
• Experience using CRM or helpdesk tools such as Intercom, Zendesk, or Freshdesk.
• Able to work on-site and on a shifting schedule, including weekends and holidays.
• Organized, proactive, and a reliable team player