Player Engagement Agent (NON-VOICE and GAMING) - MANILA

About the Position

Player Engagement Agent (NON-VOICE and GAMING) - MANILA

New hires are required to report onsite. The office is located at 5/F Ortigas Technopoint Two, Julia Vargas Ave., Ortigas Center, Pasig City.

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Responsibilities

As a Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact. Level up your game and apply today! 🚀🔥

Key Responsibilities

• 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.
  • Play a crucial role in gathering and delivering 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

Required Skills

• 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, and on different time zones as needed.

Nice to Have

• Previous Customer Service experience or any relevant experience in a BPO setting.
• Supporting a live chat or email support environment.
• You have some knowledge of the community platforms or ticketing tools (e.g. Discord, Slack, Zendesk, Helpshift, etc.) - this could be an asset.
• You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial.

We Offer

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy

About the Company

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Application Process

1. Submit your application with your updated resume.
2. Complete our online language assessment to evaluate your written skills.
3. Await the evaluation of your language test, which will take approximately 48-72 hours.
4. If successful, participate in an online interview with a Talent Acquisition Specialist.
5. Potential second interview with a Team Lead or Operations Manager.
6. Receive a job offer and become a new Keywordian!

Our recruitment process consists of both online and onsite interviews. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at Keywords Studios Applicant Privacy Notice.