At Babil Games, we're passionate about creating immersive and engaging gaming experiences for our players. We're looking for a Customer Support Agent who shares our commitment to excellence and can help ensure that every player's journey is smooth, enjoyable, and hassle-free. As part of our team, you will play a crucial role in enhancing the gaming experience by providing top-tier customer support to improve our games continually.

About the role

As a Customer Support Agent, you will:

• Provide timely and professional customer service by responding to player inquiries through various channels, including tickets and store reviews.
• Utilize CRM tools to manage player interactions, track player history, and identify trends for quicker issue resolution.
• Maintain a respectful and patient tone in all customer communications, upholding Babil Games' values.
• Stay up to date with Babil Games' products by playing our games and understanding their different aspects to provide informed support.
• Document and update FAQs and macros to ensure accuracy and relevance.
• Actively gather and consolidate feedback from the community to share with the development team.
• Report technical issues to the QA team, follow up for resolution, and keep players informed about the status.
• Check player data as needed to resolve inquiries while ensuring data accuracy and confidentiality.
• Send in-game messages containing announcements, updates, and compensations to players, ensuring clear and accurate communication.

Who you are

You are a detail-oriented and empathetic individual with a passion for gaming and a strong desire to help others. You thrive in a fast-paced environment and are committed to delivering excellent customer service. Your ability to understand and convey technical information makes you an asset in resolving customer issues, and your dedication to continuous learning keeps you updated on our products and services. You are patient, organized, and always willing to go the extra mile to ensure our players have the best possible experience.

Experience and skills

Must-Haves:

• High school diploma or equivalent.
• 1-2 year of experience in customer support, preferably within the gaming industry.
• Strong written and verbal communication skills in Arabic and English.
• Excellent problem-solving and analytical abilities.
• Ability to work in a fast-paced and dynamic environment.
• Strong organizational and multitasking skills.
• High level of patience and empathy when dealing with customers.
• Familiarity with gaming communities and gaming culture.
• Proficiency in using computer systems and software, including CRM tools and MS Office Suite.
• Passion for gaming and familiarity with Babil Games' products.
• Willingness to work flexible hours, including day and night shifts and holidays.

Nice-to-Haves:

• Experience using CRM tools and other customer support software.
• Previous experience in technical support or QA.

Who we are

Babil Games

was founded in 2012 to elevate the gaming landscape for the Arabic-speaking world, filling a gap with culturally relevant content. Headquartered in Dubai and Amman, and part of Stillfront since 2016, we combine MENA market insights with global expertise to deliver exceptional gaming experiences. Join Babil Games and help shape the future of mobile gaming. Apply now to be part of our dynamic team!