Email Support Specialist - Gaming Ops (On-Site)

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

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.