Customer Service Representative (CSR)

Key Responsibilities

Ø Customer Support & Engagement

§ Provide prompt and professional assistance to customers/players via phone, email, live chat, and other communication channels.

§ Handle inquiries, complaints, and disputes efficiently, escalating unresolved cases to the appropriate teams.

§ Promote online gaming services, subscription plans, promotions, and rewards in a clear and persuasive manner.

§ Achieve or exceed targets for sales, registrations, or customer satisfaction metrics.

§ Maintain accurate records of customer interactions, feedback, and sales activities in CRM systems.

§ Gather customer feedback and share insights with relevant departments to improve products, services, and customer experience.

Ø Account Management & Verification

§ Assist customers with account registration, password resets, profile updates, and verification processes.

§ Monitor accounts for unusual or suspicious activity and report accordingly.

§ Guide customers through KYC (Know Your Customer) documentation checks and account compliance procedures.

§ Ensure all account management and verification tasks comply with company policies and regulatory requirements.

Ø Payments & Transactions

§ Process payments, withdrawals, refunds, and chargebacks accurately and within established timelines across multiple payment channels (credit/debit cards, e-wallets, online banking, cryptocurrency, etc.).

§ Utilize automated systems to verify and reconcile online transactions, monitor exceptions, and escalate irregularities or potential fraud for further review.

§ Coordinate with banks, payment processors, and e-wallet providers to ensure smooth and efficient payment operations.

§ Assist customers with payment-related inquiries, educate them on available payment options, and troubleshoot failed or delayed transactions.

§ Generate and review daily, weekly, and monthly payment reports, ensuring data accuracy and supporting internal and external audits as required.

§ Identify trends, recommend enhancements, and support continuous improvement initiatives to strengthen payment efficiency, accuracy, automation, and security.

Ø Marketing & Promotions

§ Promote games, subscription plans, and promotional offers to prospective and existing customers.

§ Explain bonus terms, wagering requirements, and promotional eligibility.

§ Track leads, conversions, and campaign performance, collaborating with marketing and sales teams for improvement.

§ Stay updated on new games, promotions, industry trends, and company updates to provide accurate information.

Ø Game & Product Support

§ Provide guidance on gameplay, platform features, and technical troubleshooting.

§ Address issues related to game performance, latency, or system errors.

§ Keep customers informed about new game releases, updates, and system enhancements.

Ø Compliance & Risk Management (KYC/AML)

§ Conduct KYC verification, Customer Due Diligence (CDD), and Enhanced Due Diligence (EDD) for high-risk customers.

§ Screen customers against sanctions lists, PEPs (Politically Exposed Persons), and watchlists.

§ Monitor accounts for suspicious or unusual activity, escalating potential risks to Compliance or AML Officers.

§ Ensure adherence to local and international financial regulations, data privacy policies, and company standards.

Ø Reporting & Documentation

§ Maintain accurate records of customer interactions, transactions, and verification processes.

§ Prepare reports on customer feedback, payment activities, suspicious accounts, or trends for management.

§ Document leads, campaign performance, and KYC/AML findings for auditing and compliance purposes.

Ø Collaboration & Support

§ Coordinate with Finance, Compliance, Marketing, and Operations teams to resolve issues and improve processes.

§ Assist in training or mentoring new team members.

§ Participate in cross-departmental projects, audits, or system rollouts.

Ø Other Duties

§ Perform other responsibilities as assigned by immediate supervisors, management, or department heads.

Job Requirements:

• Bachelor's degree in any field
• At least 2-years of experience in a Customer Service role, preferably within BPO or gaming industry.
• Excellent communication skills
• Strong interpersonal skills and customer-focused mindset.
• Proficient in using customer service software, databases, and other relevant technologies
• Ability to handle multiple tasks efficiently and work under pressure.
• Team player with a professional attitude
• Willing to work on shifting schedule, including weekends or holiday (if applicable)
• Amenable to work at BGC, 6-days working a week

Job Type: Full-time

Pay: From Php21,000.00 per month

Work Location: In person