Chinese Bilingual Agent - Non-voice for Gaming Project

Since 1998, Keywords Studios has been on a mission to reshape how players interact with their favorite games. We are a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

As a Chinese Bilingual Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers.

Responsibilities

• Deliver excellent customer support to players.
• Investigate and resolve player inquiries promptly through ticketing, email, or chat.
• Assist internal teams with project-related requests, ensuring smooth collaboration.
• Gather and deliver player feedback according to established procedures.
• Provide translations when required to ensure seamless communication.
• Maintain accurate and detailed reports to keep processes streamlined.
• Ensure prompt escalation of issues following established procedures.
• Contribute to smoother support processes with personalized macros and knowledge base.
• Participate in maintaining high-quality standards through the QC process.
• Take part in valuable training sessions to enhance your skills and knowledge.
• Manage your time effectively and responsibly to meet players' needs.
• Master the gameplay knowledge of our products to serve players better.

Requirements

• Mastery in C1-C2 level Chinese language proficiency (Mandarin - Traditional Chinese), with English at B2 level or higher.
• Excellent communication skills for effective player support.
• Flexibility to adapt to various situations and player needs.
• Accountability and reliability in handling player inquiries and issues.
• Proactivity in identifying and addressing player concerns.

Nice-to-haves

• Previous Customer Service experience or any relevant experience as a Chinese Bilingual CSR in a BPO setting.
• Similar experience in Email or Live Chat Support is an advantage.
• Knowledge of community platforms (e.g. Discord, Slack).
• Passion for video games.

Benefits

• Non-taxable Allowances.
• HMO and Life Insurance.
• Paid Time Offs.
• Annual Wellness Subsidy.