Email and Chat Support

Email and Chat Support 

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

With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible 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

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