Player Support Representative (Bilingual) - Talent Pooling

Pole To Win International; Makati; On-site; PHP 279,000 - 390,600; Full time

Job summary

A gaming support company in Makati City is seeking bilingual Player Support Representatives. You will be responsible for assisting players with inquiries, troubleshooting issues, and delivering excellent service. Candidates must be fluent in English and another language such as French, Italian, German, Spanish, or Portuguese. This role requires onsite work during the day shift, and an enthusiasm for gaming is essential.

Qualifications

• Fluent in English and one of the following: French, Italian, German, Spanish, or Portuguese.
• Must be willing to work onsite in Makati City on a day shift schedule.
• Experience in customer service or gaming support is a plus.

Responsibilities

• Respond promptly to player inquiries via email, chat, and callback.
• Diagnose and troubleshoot player issues efficiently.
• Guide users through product features and functionality.
• Maintain service-level agreements and performance KPIs.
• Escalate complex issues to the appropriate teams.

Skills

Problem-solving

Empathy

Concise communication

Adaptability

Time efficiency

Tools

Zendesk

Salesforce

Job description

We’re building a talent pool of passionate and bilingual Player Support Representatives who are fluent in English and either one of the following languages:

• French
• Italian
• German
• Spanish
• Portuguese

As part of our future‑ready team, you’ll be the voice of the brand, helping players resolve issues, answer questions, and ensure a smooth and enjoyable gaming experience.

This is a talent pooling opportunity, meaning your application will be considered for upcoming openings. If you’re enthusiastic about gaming and customer service, we’d love to hear from you!

Key Responsibilities

• Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity.
• Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow‑up.
• Guide users through product features and functionality.
• Ensure consistent support quality by adhering to established standards and policies.
• Collaborate and coordinate with team members to deliver the best possible support outcomes.
• Ready to participate when there is more demand based on the Client Requirements.
• Attend daily huddles/meetings to stay aligned on policy or Self‑upskilling to stay updated with new policies and process changes before starting the shift.
• Maintain service‑level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution).
• Escalate complex issues to the appropriate internal teams when necessary.
• Document recurring technical issues and escalate to appropriate teams.
• Share insights with colleagues to continuously improve solutions.
• Delivery support in line with tone, empathy, and professionalism guidelines.

Ready to Apply?

Answer the application form - https://forms.office.com/r/2jxew4gPWq

Submit your resume and application in this job ad.

Work Setup

• Must be willing to work ONSITE at Makati City on a Day Shift Schedule.

Tech & Support

• Troubleshoot and resolve game‑related issues
• Handle multiple chats, emails, and calls
• Document actions clearly in ticket systems

Soft Skills

• Problem‑solving, empathy, and concise communication
• Adaptable across games, tools, and policies
• Time‑efficient without sacrificing quality

Professionalism

• Player‑first mindset with policy awareness
• Accountable, collaborative, and security‑conscious
• Calm under pressure, friendly in tone

Language

• Fluent in both English and either one: French, Italian, German, Spanish, or Portuguese.

Bonus Points

• Zendesk, Salesforce, or similar ticketing experience
• Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC)
• Passion for gaming and player communities