Provides non-voice customer support across multiple gaming businesses through Facebook Messenger and other digital channels. Responsibilities include creating and modifying player accounts, processing and reconciling payments, monitoring Facebook pages and customer sentiment, communicating promotions, troubleshooting platform issues, maintaining accurate records, and supporting digital initiatives. The role requires strong written English, attention to detail, reliability, multitasking across online platforms, and the ability to work independently in a remote environment.
Looking to take your career to the next level? Then this role is for you!
Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!
Profile Requirements:
- Relevant Experience: Previous experience as a Virtual Assistant, Customer Support Specialist, Gaming Support Agent, or similar non-voice digital support role; experience working with gaming or software platforms is highly preferred.
- Technical Proficiency: Comfortable navigating multiple online platforms simultaneously, creating and modifying user accounts, processing digital transactions, and learning platform-specific systems quickly.
- Communication Skills: Excellent written English with the ability to communicate professionally, clearly, and efficiently through Facebook Messenger and other digital channels.
- Attention to Detail: Highly organized and detail-oriented, particularly when handling customer payments, account information, records, promotional details, and account modifications.
- Proactive & Reliable: Self-motivated and able to work independently while consistently monitoring assigned Facebook pages, identifying engagement opportunities and customer sentiment, following established protocols, and maintaining a high level of responsiveness throughout the shift.
Core responsibilities:
- Player Account Management: Create, configure, and modify player accounts across multiple gaming platforms, following established procedures and ensuring accurate setup for an optimal player experience.
- Payment Processing: Process, verify, and reconcile customer payments with meticulous attention to detail, escalating discrepancies or issues when necessary.
- Customer Support: Monitor and manage incoming customer requests through the shared Facebook Meta inbox and other digital channels, providing prompt, professional, and accurate non-voice support across five businesses.
- Promotions & Engagement: Monitor and implement promotional campaigns, ensuring offers are properly communicated and supporting initiatives designed to increase player engagement and retention.
- Facebook Inbox & Page Monitoring: During every shift, actively review and scroll through the Facebook pages for all DMs under your control—not just messages, but also comments, reactions, mentions, and random posts—to identify customer sentiment, engagement opportunities, concerns, and overall audience “temperature checks.”
- Technical Assistance: Provide players with clear technical guidance regarding platform-specific requirements, account procedures, access issues, and other common digital platform questions.
- Records & Team Collaboration: Maintain accurate records of customer interactions, payments, account activities, and modifications while collaborating with team members to ensure consistent service and proper follow-through.
- Digital Initiatives: Assist with the rollout of new digital initiatives, platform improvements, account processes, and operational procedures while adapting quickly to changes across the company's multiple businesses.
Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.
Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!
This is a remote position.
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