Career at Garena

Customer Service Representative - Philippines

 Key Responsibilities

–  Provide assistance for Garena Customers in resolving account or payment related concerns directly associated to their personal accounts        through E-mail, Chat, and or Voice Support.

–  Create/update helpdesk ticket for each concern, encoding necessary changes in appropriate CRM/Garena Tools provided by the company.

–  Open a case in CRM for every new incident/request reported by the customer.

–  Ensure high quality customer support by following-through in resolving each case within boundaries of support.

–  Interface with other departments or appropriate co-work groups for assistance when necessary.

–  Ensure all cases are updated on a daily bases, status to be set appropriately.

–  Ensure adherence of all case management rules which will help in the right and a quicker resolution and hence maintain a manageable     backlog.

–  Required to render all deliverables within the agreed service level parameters.

–  Assist in creating and developing related FAQ’s and other Knowledge Base Articles Database.

–  Perform other responsibilities assigned by management.

 Soft Skills

–  Good command over spoken & written English.

–  Should possess reasonable typing skills (at least 25 WPM) to ensure better turnaround time.

–  Self starter and can easily motivate oneself and others.

–  Adhere to all organizational and operational policies at all time.

–  Should ensure high level of quality in process deliverables.

–  Excellent team player.

 Others

–  Flexible to working on night shifts/shifting schedules including weekends.

–  Amenable to working overtime when necessary.

Qualification and Experience

–  Bachelors Degree, Diploma with certification or Equivalent Work Experience

(> 1 year relevant experience as a CSR or in any other related hospitality/customer service industry).

 

 

 

 

 
If you are interested in this position, please send us your cover letter and resume at jobsph@garena.com.

We may not be able to reply all your emails individually due to the large volume of applications coming in on daily basis. We extend our heartfelt appreciation in advance for your interest to pursue your career in Garena.