As a Customer Service Representative (Agent), you will assist players with inquiries, issues, and feedback, preserving player satisfaction, fostering loyalty, and bridging communication between the global gaming audience, internal and external teams.
Requirements
- Respond promptly, courteously, and effectively to player support inquiries via email, chat, and/or ticketing system.
- Diagnose player issues and either provide resolution or escalate to the appropriate internal team.
- Document cases thoroughly and accurately, maintaining knowledge-base entries and player histories for future reference.
- Communicate clearly in player-friendly language and manage expectations for resolution times.
- Monitor recurring patterns in player issues and feedback, and liaise with QA/Dev/Community teams to feed actionable insights.
- Uphold company policy, compliance, and game-community guidelines; escalate incidents of abuse, cheating, or inappropriate behaviour to the moderation team.
- Maintain high player-satisfaction metrics while adhering to SLAs.
- Contribute to the continuous improvement of support processes, self-help tools, FAQs, and player onboarding materials.
- Stay current with game features, updates, and platform changes to provide accurate and up-to-date assistance.
Benefits
- Permanent contract
- Training and learning provided by on-site experts
- Flexible hours when required to support players in different time zones
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