Email and Chat Support

6 Hours ago • 2-3 Years

Job Summary

Job Description

VGW, an interactive entertainment company delivering free-to-play online social games, is seeking an Email and Chat Support specialist to join their Customer Service team in Manila. The role involves providing friendly and professional assistance to customers via email and chat, addressing inquiries, resolving issues, and ensuring customer satisfaction. Responsibilities include maintaining a deep understanding of products and processes, responding efficiently to inquiries, managing customer queries, and identifying opportunities for process improvements. Candidates should be patient, empathetic, communicative, and possess strong problem-solving abilities. The company operates primarily remotely, with occasional flexibility for travel to Metro Manila. VGW values its players and fosters a diverse, inclusive, and supportive work environment with opportunities for growth and competitive compensation.
Must have:
  • 2-3 years of customer service experience
  • Email and/or chat support experience
  • Excellent communication skills (verbal and written)
  • Strong problem-solving abilities
  • Attention to detail
  • Team player with commitment to customer satisfaction
Good to have:
  • Exposure to fraud or risk management
  • Knowledge of help desk/ticketing solutions
  • Working experience in CRM tools like Zendesk
Perks:
  • Flexibility
  • Learning and career advancement opportunities
  • Competitive compensation
  • Perks and benefits
  • Fun workplace
  • In-person and online events
  • Social gatherings

Job Details

 

Email and Chat Support 

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.

We have an exciting opportunity to join our Customer Service team in Manila and are currently looking for an Email and Chat Support to join the team. 

In this role, you will be patient, empathetic, and communicative. You will put yourself in VGW customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to you. You are confident at troubleshooting and investigate if you don’t have enough information to resolve customer complaints. You value customer feedback.

Key responsibilities will include:

  • Provide friendly and professional assistance to customers via email and live chat, addressing inquiries, resolving issues, and ensuring customer satisfaction.
  • Maintain a deep understanding of our products/services and processes to effectively assist customers and answer their questions.
  • Keep a positive and customer-focused attitude at all times.
  • Respond efficiently to customer inquiries. Manage large amounts of incoming queries, be reliable and be there for customers.
  • Identify opportunities for process improvements and provide feedback to enhance the customer experience

What you will bring to the role:

  • At least a minimum of 2 – 3 years experience in the Customer Service field
  • Experience in email and/or chat support is required
  • Exposure to fraud or risk management is a plus
  • Excellent communication skills both verbal and written
  • Strong problem-solving abilities and attention to detail
  • Team player with a strong sense of responsibility and commitment to customer satisfaction
  • Knowledge of common help desk/ticketing solutions and a working experience in CRM tools such as Zendesk, a plus

 

We primarily operate in a remote work environment; however, we appreciate a flexible approach with regards to travel to Metro Manila if required on occasion. Any changes to our remote work arrangement will be communicated with ample notice.

 

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.

Our high-quality, acclaimed brands include Chumba Casino, Global Poker and LuckyLand Slots, which are enjoyed by millions of players in North America.

Our games are based on a freemium model, meaning they are available to play at no cost, but include optional in-game purchases to enhance gameplay. We also offer sweepstakes promotions where players can collect free entries for the chance to win real-world prizes.

At VGW, one of our core values is “our players come first”. This means always striving to deliver a safe, responsible and positive player experience.

 

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

 

#LI-AA1

 

 

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About The Company

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success. We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported.Dive into the exciting world of interactive entertainment with VGW, where we harness technology and creativity to deliver world-class, free-to-play games. Here, you'll find departments dedicated to game development, design, marketing, customer support, and more, all fuelled by creativity and passion for developing online social games.

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