WFH Game Customer Service Representative

Renrui HR; Manila; On-site; PHP 312,000 - 402,000; Full time

Job summary

Renrui HR is seeking a Night Shift Customer Support Agent to assist players in a fast-paced online gaming environment. You will respond promptly to inquiries, troubleshoot gameplay and account issues, and provide accurate information about game features, promotions, and policies.

You will document interactions, escalate complex problems to development and QA, monitor player feedback for trends, and help improve support processes.

Qualifications

• Previous experience in customer service, preferably in gaming.
• Excellent writing and verbal English communication.
• Strong problem-solving and critical thinking abilities.
• Empathy and patience when handling player concerns.
• Basic familiarity with customer support tools and software.
• Ability to work both independently and as part of a team.
• Willingness to work night shifts and weekends/holidays for 24/7 support.
• Passion for gaming and awareness of online gaming culture.

Responsibilities

• Respond promptly and professionally to players' inquiries and provide accurate information about features, gameplay, and issues.
• Assist players in troubleshooting and resolving game-related problems, including gameplay, accounts, and payments.
• Provide guidance on game rules, strategies, and promotions to players.
• Document and track player interactions using the designated customer support tool.
• Collaborate with development and QA teams to escalate and resolve complex issues.
• Monitor feedback to identify trends and inform product improvements and updates.
• Maintain up-to-date knowledge of game updates and new features, promotions, and policies.
• Help develop and improve customer support processes and resources.

Skills

Customer service

English communication

Problem solving

Empathy

Team collaboration

Independent work

Gaming knowledge

Shift flexibility

Job description

• 1.Respond promptly and professionally to players' inquiries and provide accurate information regarding game features, gameplay, and technical issues.
• 2.Assist players in troubleshooting and resolving game-related problems, including gameplay difficulties, account issues, and payment inquiries.
• 3.Provide guidance and support to players on game rules, strategies, and promotions.
• 4.Document and track player interactions and issues using our designated customer support tool.
• 5.Collaborate with other teams, including the development and quality assurance teams, to escal and resolve complex player issues.
• 6.Proactively monitor player feedback and identify trends or recurring issues to inform product improvements and updates.
• 7.Maintain a high level of product knowledge and stay up-to-date with game updates, new features, and promotions.
• 8.Contribute to developing and improving customer support processes and resources.

REQUIREMENTS:

• 1.Previous experience in a customer service role, preferably in the gaming industry.
• 2.Excellent writing and verbal communication skills in English.
• 3.Strong problem-solving skills and the ability to think critically in a fast-paced environment.
• 4.Empathy and patience when dealing with player concerns or frustrations.
• 5.Basic technical knowledge and proficiency in using customer support tools and software.
• 6.Ability to work independently and collaboratively as part of a team.
• 7.Flexibility to work shifts, including weekends and holidays, is required as a night shift agent of 24/7 support.
• 8.Passion for gaming and an understanding of online gaming culture and trends.