Player Support Representative Bilingual - Talent Pooling

Description

We’re building a talent pool of passionate and bilingual Player Support Representatives who are fluent in English and either one of the following languages:

• French
• Italian
• German
• Spanish
• Portuguese
  
  

As part of our future-ready team, you’ll be the voice of the brand, helping players resolve issues, answer questions, and ensure a smooth and enjoyable gaming experience.

This is a talent pooling opportunity, meaning your application will be considered for upcoming openings. If you’re enthusiastic about gaming and customer service, we’d love to hear from you!

Key Responsibilities

• Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity.
• Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up.
• Guide users through product features and functionality.
• Ensure consistent support quality by adhering to established standards and policies.
• Collaborate and coordinate with team members to deliver the best possible support outcomes.
• Ready to participate when there is more demand based on the Client Requirements.
• Attend daily huddles/meetings to stay aligned on policy or Self-upskilling to stay updated with new policies and process changes before starting the shift.
• Maintain service-level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution).
• Escalate complex issues to the appropriate internal teams when necessary.
• Document recurring technical issues and escalate to the appropriate teams.
• Share insights with colleagues to continuously improve solutions.
• Delivery support in line with tone, empathy, and professionalism guidelines.
  
  

Ready to Apply?

Step 1: Answer the application form - https://forms.office.com/r/2jxew4gPWq

Step 2: Submit your resume and application in this job ad.

Requirements

Work Setup

• Must be willing to work ONSITE at Makati City on a Day Shift Schedule
  
  

Tech & Support

• Troubleshoot and resolve game-related issues
• Handle multiple chats, emails, and calls
• Document actions clearly in ticket systems
  
  

Soft Skills

• Problem-solving, empathy, and concise communication
• Adaptable across games, tools, and policies
• Time-efficient without sacrificing quality
  
  

Professionalism

• Player-first mindset with policy awareness
• Accountable, collaborative, and security-conscious
• Calm under pressure, friendly in tone
  
  

Language

• Fluent in both English and either one: French, Italian, German, Spanish, or Portuguese.
  
  

Bonus Points

• Zendesk, Salesforce, or similar ticketing experience
• Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC)
• Passion for gaming and player communities

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