WFH Game Customer Service Representative

Renrui HR; Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

Renrui HR in Manila is seeking a night-shift customer support agent for its gaming operations. You will respond promptly to players’ inquiries, troubleshoot issues, and provide clear information on game features, promotions, and rules.

You will document interactions, escalate complex problems to development and QA, monitor feedback for trends, and stay updated on game updates. Fluency in English, empathy, and a passion for online gaming are essential.

Qualifications

• Experience in a customer service role, preferably in gaming.
• Excellent written and spoken English.
• Strong problem-solving and critical thinking in fast-paced settings.
• Empathetic and patient when addressing player concerns.
• Basic technical knowledge and proficiency with support tools.
• Ability to work independently and as part of a team.
• Willingness to work night shifts (24/7 support) including weekends.
• Passion for gaming and understanding of online gaming culture.

Responsibilities

• Respond promptly and professionally to players' inquiries with accurate information.
• Assist players in troubleshooting game, account, and payment issues.
• Provide guidance on game rules, strategies, and promotions.
• Document and track player interactions in the support tool.
• Collaborate with development and QA to escalate and resolve complex issues.
• Monitor player feedback to identify trends for product improvements.
• Maintain up-to-date knowledge of game updates and promotions.
• Help develop and improve customer support processes.

Skills

Customer service

English communication

Problem solving

Empathy

Technical knowledge

Teamwork

Night shift readiness

Gaming knowledge

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 **escalate** 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.