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

Ovii's Interpretation of the Role

As a Player Engagement Agent you’ll be the frontline liaison between gamers and developers, delivering prompt support via tickets, chat, and email while gathering feedback to improve games.

Role Snapshot

• Onsite customer support for gaming community
• Ticket, email, and live‑chat handling
• Gather and relay player feedback
• Use of CRM tools (Zendesk, Helpshift, Discord, Slack)
• Multilingual communication (C1‑C2 level)
• Analytics, reporting and quality control
• Macro and knowledge‑base customization
• Collaboration with internal project teams

Must-Have Requirements

• C1‑C2 level language proficiency (English B2+)
• Excellent communication for player support
• Accountability and reliability in handling inquiries
• Proactivity in identifying player concerns
• Knowledge‑base navigation
• Basic troubleshooting
• Full‑time availability including weekends/holidays
• Familiarity with Zendesk or Helpshift
• Must have C1‑C2 level language proficiency
• Must report onsite in Pasig, Philippines

Nice-to-Have Signals

• Previous customer‑service or BPO experience
• Live‑chat handling (e.g., 3 concurrent chats)
• Experience with Discord or Slack
• Passion for video games
• MS Office or Google Suite for documentation
• Customer service or BPO background
• Live‑chat handling experience

Work Setup

• Location: Pasig, Philippines
• Work mode: ONSITE
• Employment type: Full-Time
• Shift: Weekends and holidays

Application Requirements

• Assessment mentioned
• Language proficiency assessment

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Investigate and resolve player inquiries via ticketing, email, or chat
• Provide clear, timely responses and follow escalation procedures
• Collect player feedback and deliver it to developers per defined processes
• Maintain accurate reports and contribute to quality‑control activities
• Create and use macros and knowledge‑base articles to streamline responses
• Participate in training sessions to improve product and support knowledge
• Manage workload to meet player needs across all shifts, including weekends
• Collaborate with internal teams on project‑related requests

Good Fit If You Have

• Passion for video games
• Previous customer‑service or BPO experience
• Familiarity with handling multiple live‑chat conversations
• Knowledge of community platforms such as Discord or Slack