CSR (non-voice for video gaming project) - PUNE

About the Position

CSR (non-voice for video gaming project) - PUNE

Keywords Studios, a global leader in video game solutions, is seeking a dedicated Player Engagement Agent to join our team in Pune, India. As a CSR, you will be the bridge between our clients and the gaming community, ensuring exceptional player support and engagement.

Responsibilities

As a Player Engagement Agent, you will:

• Communication:

  • Deliver excellent customer support to players.
  • Investigate and resolve player inquiries promptly through ticketing, email, or chat.
  • Assist internal teams with project-related requests, ensuring smooth collaboration.
  • Gather and deliver player feedback according to established procedures.
  • Provide translations when required to ensure seamless communication.

• Analytics:

  • Maintain accurate and detailed reports to keep processes streamlined.
  • Ensure prompt escalation of issues following established procedures.
  • Contribute to smoother support processes with personalized macros and knowledge base.
  • Play a part in maintaining high-quality standards through the QC process.

• Leadership:

  • Take part in valuable training sessions to enhance your skills and knowledge.
  • Manage your time effectively and responsibly to meet players' needs.

• Business:

  • 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.

Requirements

• 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.

Nice to Have

• Previous Customer Service experience or any relevant experience in a BPO setting.
• Similar experience in Email or Live Chat Support is an advantage.
• Knowledge of community platforms (e.g. Discord, Slack).
• Passion for video games.

We Offer

• Opportunity to work in a dynamic and growing industry.
• Continuous growth opportunities.
• Be part of a global team of over 12,000 professionals.
• Equal opportunity workplace.
• Competitive salary.

About the Company

Since 1998, Keywords Studios has been on a mission to reshape how players interact with their favorite games. We offer a wide range of solutions from art and audio to testing, localization, and Player Engagement. Join our mission to build engaging player communities and offer outstanding experiences!

Application Process

1. Submit your application with your updated resume.
2. Complete our online language assessment to evaluate your written skills.
3. If successful, participate in an online interview with our Talent Acquisition Specialists.
4. If you pass, there will be a second interview with a Team Lead or an Operations Manager.
5. Receive an offer and become our new team member!

Note: All Helpshift team members are required to report onsite based on company directives. We do not offer a permanent WFH setup. Are you able to comply with onsite work as needed? Please note that answering "NO" will result in automatic disqualification, as this is a non-negotiable requirement.

Location: Pune, Maharashtra, India

Area of Work: Customer Service

Employment Type: Full-time

Work Location Type: Hybrid