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 (Bachelors 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