Email Support Representative

Reliasourcing; Philippines; On-site; PHP 290,000 - 424,000; Full time

Job summary

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

The ideal candidate has strong written communication skills and experience in email support, preferably in online gaming operations. Responsibilities include responding to inquiries, providing accurate information, troubleshooting, maintaining records, and meeting quality

Qualifications

• Minimum 1 year of 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 elevate issues clearly and effectively to clients or developers.

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 escalated 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.

Skills

Email support

Written communication

Customer-focused

Tools

Intercom

Zendesk

Freshdesk

Job description

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 escalated 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 elevate 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