Player Experience & Engagement Specialist

Keywords Studios Plc; Bacolod; On-site; PHP 290,160 - 424,080; 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 to serve as the essential link between clients and gaming communities. You will respond to players' questions via ticketing, email, or chat, provide feedback to developers, and translate as needed.

This onsite role in the Philippines requires strong communication skills and knowledge of CRM tools. You should be fluent in English at B2 level or higher, capable of independent work, and prepared for weekend and holiday shifts across time zones.

Qualifications

• Mastery in C1-C2 level language proficiency, with English at B2 level or higher.
• Excellent communication skills for 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.

Responsibilities

• Investigating and delivering prompt, quality responses to players' questions while providing feedback to developers.
• Provide translations when required to ensure seamless communication.
• Maintain accurate and detailed reports; escalate issues as needed.
• Contribute to smoother support processes with macros and knowledge base.
• Participate in QC processes and team trainings.

Skills

Customer support

Issue investigation

Internal collaboration

Feedback gathering

Translation

Tools

CRM tools (Zendesk Helpshift)

MS Office / Google Suite

Job description

Keywords Studios is seeking a Player Engagement Agent to serve as the essential link between clients and gaming communities. You will respond to players' questions via ticketing, email, or chat, provide feedback to developers, and translate as needed.

This onsite role in the Philippines requires strong communication skills and knowledge of CRM tools. You should be fluent in English at B2 level or higher, capable of independent work, and prepared for weekend and holiday shifts across time zones.