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Customer Support Agent | Email/Chat - Global Sneaker Platform

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview
*Note that this role offers a WFH setup for the day-to-day operations. However, please take note that all team members are still expected to be flexible to report onsite depending on business needs (New Hire Onboarding, Training, any kind of business needs that would require you to go onsite).

As a Customer Support Agent for one of our partners, a global sneakers platform, you'll be responsible for making sure our client's customer base is well taken care of by investigating and delivering prompt, quality responses to customer's questions while also providing valuable feedback to the team regarding the platform functionalities and payment methods in order to improve processes along the way. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact. Level up your game and apply today! 🚀🔥

What are we looking for? Our Customer Support Agent has a knack for the following skills:

Communication:

• Respond promptly to customer inquiries via email, live chat, and social media, and manage online orders.
• Efficiently and professionally address customer complaints.
• Collaborate with various departments such as Warehouse, Logistics, Operations, and Engineering to achieve customer satisfaction.

Analytics:

• Monitor multiple tasks and ensure timely resolution of customer requests and inquiries.
• Proactively identify and address challenges and opportunities.
• Analyze customer feedback and provide insights to improve service quality.

Business:

• Deliver an exceptional customer experience in accordance with company standards.
• Undertake additional projects as required.

Leadership

• Assist in implementing training programs to ensure consistent and high-quality customer service for other agents.

Requirements

You'd be a great fit for this role if you have:

• Ideally at least 1 year of experience in customer service or the online retail sector.
• Availability to work rotating shifts, including weekends and public holidays
• Good understanding of customer service expectations and practices in the US.
• Effectiveness in prioritizing tasks according to daily operational needs.
• Strong organizational and problem-solving skills.
• Capability to work independently with minimal supervision.
• Motivation, enthusiasm and excellent interpersonal skills.

Benefits

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits:

• Non-taxable Allowances
• HMO and Life Insurance
• Annual Wellness Subsidy
• Paid Time Offs
  

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, we invite you to our online language assessment and to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!
• Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated.
• If you successfully pass the test - we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better.
• If you pass the interview with TA, you'll be required to take project-specific tests as required by the client (quick typing test and a simple written scenario test).
• If you pass the project-specific tests, you'll be setup for a final interview with the Sr. Operations Manager.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

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Role Information: EN

Studio: KWM

Location: Asia Pacific, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: (Full-time

Working Pattern: Hybrid