Multichannel Gaming Support Specialist

789 Creative Inc.; Taguig; On-site; PHP 312,000 - 469,000; Full time

Job summary

789 Creative Inc. is seeking a Customer Support Specialist to assist players through phone, email, and live chat, resolving inquiries, processing payments, and promoting services while maintaining high customer satisfaction.

Role includes account verification, KYC, and cross-functional collaboration with Finance, Compliance, Marketing, and Operations to enhance processes and customer experience. Shifts may include weekends at the BGC office.

Qualifications

• Bachelor's degree in any field required.
• Minimum 2 years in a Customer Service role (BPO or gaming preferred).
• Excellent communication and interpersonal skills.
• Proficient with customer service software and databases.
• Ability to multitask and work under pressure.
• Team player with professional attitude.
• Willing to work on shifting schedule, including weekends/holidays.
• Based in BGC, Manila area (Philippines).

Responsibilities

• Provide prompt assistance to customers/players via phone, email, live chat.
• Handle inquiries, complaints, and disputes; escalate when needed.
• Promote online gaming services, plans, promotions, and rewards.
• Achieve or exceed targets for sales, registrations, or customer satisfaction.
• Maintain records in CRM systems of customer interactions and sales activities.
• Gather feedback and share insights to improve products and CX.
• Assist with account registration, password resets, and verification processes.
• Monitor accounts for unusual activity and report accordingly.
• Guide customers through KYC checks and compliance procedures.
• Ensure all tasks comply with policies and regulations.
• Process payments, withdrawals, refunds across multiple channels.
• Verify transactions and flag irregularities; coordinate with banks/providers.
• Educate customers on payment options and troubleshoot issues.
• Generate payment reports for management and audits.
• Identify trends and support process improvements.
• Promote games, subscriptions, and promotions; explain terms.
• Track leads, conversions, and campaign performance.
• Stay updated on games and company updates.
• Provide guidance on gameplay and troubleshooting; address performance issues.
• Conduct KYC/AML verifications; sanctions screening; risk monitoring.
• Maintain records and prepare reports for management.
• Coordinate with Finance, Compliance, Marketing, and Operations to resolve issues.
• Assist in training or mentoring new team members.
• Participate in audits or system rollouts.
• Perform other duties as assigned by supervisors.

Skills

Excellent communication skills

Strong interpersonal skills

Customer-focused mindset

Proficient in customer service tools

Multitasking under pressure

Team player

Shifts including weekends/holidays

Based in BGC, Philippines

Education

Bachelor's degree in any field

Job description

789 Creative Inc. is seeking a Customer Support Specialist to assist players through phone, email, and live chat, resolving inquiries, processing payments, and promoting services while maintaining high customer satisfaction.

Role includes account verification, KYC, and cross-functional collaboration with Finance, Compliance, Marketing, and Operations to enhance processes and customer experience. Shifts may include weekends at the BGC office.