Description
We are seeking a Japanese & English Customer Support Agent to join our Player Engagement team. As a Player Support Agent, you will serve as the essential link between our clients and the gaming community, 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 valuable training sessions to enhance your skills and knowledge
- Master the gameplay knowledge of our products to serve players better
- Familiarity with Helpshift/Zendesk or other CRM tools for seamless support
- Knowledge of macros customization for streamlined responses
- Experience with MS Office or Google Suite apps for documentation
Requirements:
- Mastery in C1-C2 level (JLPT N1) Japanese language proficiency, 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 proactively
- Proficiency in navigating knowledge bases for efficient support
- Basic troubleshooting skills to assist players with technical challenges
- Availability for full-time work, including weekends (Saturday and Sunday)
Benefits:
- Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation)
- Annual Leave
- Congratulation or Condolence leave
- Special Leave
- Employee Referral Program
- Numerous internal social events
- Casual dress and hairstyle
- No smoking in workspace (designated smoking room available)
- Employee Assistance Program (professional consultation/mental health support program)
- Relo Club Program (employee benefit program)
- Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office)
- Telecommuting Allowance (Based on company regulations)