For Pooling: Live Chat Support (NON-VOICE and GAMING) PERMANENT ONSITE

Keywords Studios Plc; Manila; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Non-taxable Allowances

HMO and Life Insurance

Paid Time Offs

Annual Wellness Subsidy

Job summary

Keywords Studios is seeking a Player Engagement Agent for an onsite role in Manila to support live chat services for a video game client. You will act as the essential link between players and our clients, delivering prompt, quality responses and feedback.

The role requires BPO live chat experience, strong English proficiency, and the ability to work across time zones. Training, collaboration with internal teams, and use of CRM tools are key parts of the job.

Qualifications

• BPO experience in live chat environments.
• English proficiency at B2 level or higher.
• Excellent communication and time-management skills.
• Willingness to work onsite in Manila and across shifts.
• Knowledge of CRM tools like Zendesk/Helpshift is a plus.

Responsibilities

• Respond to player inquiries promptly via chat, email, or ticketing.
• Investigate issues and provide feedback to developers and internal teams.
• Translate content where required to ensure clear communication.
• Maintain accurate reports and contribute to knowledge base and macros.

Skills

BPO experience

Live chat support

English proficiency

Communication skills

Time management

Tools

Zendesk

Helpshift

MS Office / Google Suite

Job description

This role requires full onsite work and will be supporting live chat services for a video game client.

All PH-based team members are required to report onsite based on company directives. We do not offer a permanent WFH setup.

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.

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.

Requirements

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.
• Able to work onsite for an indefinite period (role will eventually transition to WFH).
• Previous BPO experience supporting a live chat environment (advantage if experience is handling 3 chat concurrencies) - must have!
• You have some knowledge of the community platforms (e.g. Discord, Slack) - 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. Familiarity in PC and console platforms is an advantage!

Benefits

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
  

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, we invite you to our online language assessment to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Note that our language test is an integral part of the recruitment process and requires mastery in C1-C2 level language proficiency, with English at B2 level or higher. Check your inbox to find the test invitation and keep your phone close!
• Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated. Please take into consideration that our certified language assessors evaluate a huge volume of language tests on a daily basis. Talent Acquisition will send an update via email once the results are available.
• If you successfully pass the test - we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager. Please join via a computer as you might be required to take a typing test on the spot.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. 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.

That would be it from us - now we are waiting for your move!

#imaginemore

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Onsite