FOR POOLING BACOLOD - Player Engagement Agent (NON-VOICE and GAMING)

Keywords Studios; Bacolod; On-site; PHP 300,000 - 450,000; Full time

Benefits offered by this job

Non-taxable Allowances

HMO and Life Insurance

Paid Time Offs

Annual Wellness Subsidy

Job summary

Keywords Studios in Bacolod is seeking a Player Engagement Agent to connect clients with players, delivering timely, helpful responses and feedback to developers. This role is onsite in the Philippines, with opportunities for growth in a dynamic gaming environment.

You will use Helpshift, Zendesk, and other CRM tools, handle inquiries across ticketing and chat, and help maintain knowledge bases. Weekend availability and flexibility across time zones are expected.

Qualifications

• English proficiency at or above B2 with clear communication.
• Experience delivering customer support in gaming or tech industries.
• Familiarity with CRM tools and knowledge bases.
• Ability to work full-time including weekends and different time zones.

Responsibilities

• Provide prompt, high-quality player support via ticketing, email, or chat.
• Collect and relay player feedback to developers and internal teams.
• Maintain accurate reports and use macros/KBs to streamline responses.
• Collaborate with teams to meet players' needs and improve processes.

Skills

Communication

Analytics

Leadership

Business

Tools

Zendesk

Helpshift

Discord

Slack

MS Office

Google Suite

Job description

*New hires are required to report onsite. The office is located at VSB Building, 7th St, Bacolod City, 6100.

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences!

Role overview

As a Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact. Level up your game.

What are we looking for? Our PE Agent has a knack for the following skills:

Communication:

• Deliver excellent customer support to players.
• Investigate and resolve player inquiries promptly through ticketing, email, or chat.
• Assist internal teams with project-related requests, ensuring smooth collaboration.
• Play a crucial role in gathering and delivering player feedback according to established procedures.
• Provide translations when required to ensure seamless communication.

Analytics:

• Maintain accurate and detailed reports to keep processes streamlined.
• Ensure prompt escalation of issues following established procedures.
• Contribute to smoother support processes with personalized macros and knowledge base.
• Play a part in maintaining high-quality standards through the QC process.

Leadership:

• Take part in valuable training sessions to enhance your skills and knowledge.
• Manage your time effectively and responsibly to meet players' needs.

Business:

• Master the gameplay knowledge of our products to serve players better.
• Familiarity with Helpshift/Zendesk or other CRM tools for seamless support.
• Knowledge of macros customization for streamlined responses.
• Experience with MS Office or Google Suite apps for documentation.

You'd be a great fit for this role if you have:

• Mastery in C1-C2 level language proficiency, with English at B2 level or higher.
• Excellent communication skills for effective player support.
• Flexibility to adapt to various situations and player needs.
• Accountability and reliability in handling player inquiries and issues.
• Proactivity in identifying and addressing player concerns proactively.
• Proficiency in navigating knowledge bases for efficient support.
• Basic troubleshooting skills to assist players with technical challenges.
• Availability for full-time work, including weekends and holidays, and on different time zones as needed.

Nice-to-haves:

• Previous Customer Service experience or any relevant experience in a BPO setting
• Supporting a live chat environment (advantage if experience is handling 3 chat concurrencies)
• You have some knowledge of the community platforms or ticketing tools (e.g. Discord, Slack, Zendesk, Helpshift, etc.) - this could be an asset.
• You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial.

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits:

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy

Our recruitment process consists of both online and onsite interviews. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy.

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Onsite