Player Experience & Engagement Specialist

Keywords Studios Manila; Pasig; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Non-taxable Allowances

HMO and Life Insurance

Paid Time Offs

Annual Wellness Subsidy

Job summary

Keywords Studios Manila is seeking a dedicated Player Engagement Agent to act as the vital link between clients and gamers. You will investigate and respond to player inquiries across ticketing, email, and chat channels, while gathering feedback for developers, and translating when needed.

The role requires strong language proficiency (C1-C2) with English at B2 or higher, plus reliable, full-time availability across time zones.

Qualifications

• 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.

Responsibilities

• Investigate and deliver prompt, quality responses to players' questions via ticketing, email, or chat.
• Provide translations when required to ensure seamless communication.
• Assist internal teams with project-related requests to ensure smooth collaboration.
• Gather and deliver player feedback according to established procedures.
• Maintain accurate and detailed reports to keep processes streamlined.
• Escalate issues promptly following established procedures.
• Contribute to smoother support processes with macros and knowledge base.
• Play a part in maintaining high-quality standards through the QC process.
• 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.

Skills

Communication

Analytics

Leadership

Business

Tools

Zendesk

Helpshift

MS Office

Google Suite

Job description

Keywords Studios Manila is seeking a dedicated Player Engagement Agent to act as the vital link between clients and gamers. You will investigate and respond to player inquiries across ticketing, email, and chat channels, while gathering feedback for developers, and translating when needed.

The role requires strong language proficiency (C1-C2) with English at B2 or higher, plus reliable, full-time availability across time zones.