Customer service assistant

Job Description

Posted on 23 July 2026

To deliver real-time, high-quality, and priority customer support to VIP players through live chat channels, ensuring timely resolution, professionalism, and adherence to company SOPs and service standards.

• Handle incoming live chat inquiries from VIP players in real time
• Provide priority assistance in accordance with VIP handling guidelines
• Deliver a professional opening spiel and set clear service expectations
• Identify and validate the player’s concern through probing and discovery questions
• Ensure all required information is collected before proceeding with resolution
• Handle VIP concerns related to:
• Account access and security
• Deposits and withdrawals
• Bonuses and promotions
• Game performance or technical issues
• KYC or account verification status
• Apply approved SOPs, scripts, and response templates accurately
• Communicate clearly, empathetically, and professionally at all times
• Avoid repetitive or scripted responses by reviewing chat history and prior interactions
• Escalate issues only when escalation criteria are met (IT, Operations, Payments, Game Providers)
• Provide accurate resolution summaries and next steps before closing the chat
• Ensure proper closing, including CSAT request and confirmation of resolution
• Document all actions, resolutions, and escalations in the system
• Maintain confidentiality and protect customer data at all times

• Proven experience in customer service.
• Familiarity with regulatory requirements and KYC processes.
• Strong attention to detail and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in using customer management systems and Microsoft Office Suite.

Work location

TAGUIG CITY, NCR, FOURTH DISTRICT

Remarks

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