Customer Service Representative

Job Summary The Customer Service Representative (CSR) provides timely and professional support to players by resolving in-game issues, account concerns, payment inquiries, and technical problems while delivering an excellent player experience.

Key Responsibilities

• Respond to player inquiries via email and live chat in a timely and professional manner
• Resolve customer complaints, concerns, and technical issues efficiently
• Maintain accurate and detailed records of customer interactions and resolutions
• Escalate complex or unresolved issues to the appropriate internal teams
• Follow company procedures, service standards, and quality guidelines (SOPs)
• Resolve issues related to game accounts, logins, in-game purchases, rewards, and bugs
• Provide clear guidance on game mechanics, features, events, and updates
• Communicate planned maintenance, known issues, and system updates clearly to players
• Ensure customer satisfaction while meeting SLA and quality targets

Qualifications & Requirements

• At least Senior High School graduate or equivalent (Bachelor’s degree is a plus)
• Experience in customer service, call center, or online support is an advantage
• Strong written communication skills in English
• Ability to multitask and work in a fast-paced, player-focused environment
• Willingness to work on shifting schedules, weekends, or holidays if required

Skills & Competencies

• Excellent communication and problem-solving skills
• Customer-focused and empathetic mindset
• Strong attention to detail and documentation
• Ability to follow SOPs and quality standards