Description
We are seeking an English & Japanese Customer Support Agent to join our team in Suginami City, Tokyo, Japan. As a Customer Support Agent, you will serve as the essential link between our clients and the gaming community. Your responsibilities will include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers.
You will be working in a dynamic workspace, with continuous growth opportunities and the chance to make a meaningful impact. You will be part of a global team of over 12,000 professionals spread across 70+ studios in 26 countries.
Key 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
- Play a crucial role in gathering and delivering player feedback according to established procedures
- Provide translations when required to ensure seamless communication
Requirements:
- Mastery in C1-C2 level English language proficiency, with Japanese at JLPT N2 (B2) level or higher
- Experience in the service industry or experience in customer support
- 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
Nice-to-haves:
- Previous Customer Service experience (remote or on-site/retail) is a plus
- You have some knowledge of the community platforms (e.g. Discord, Slack) - this could be an asset
- You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial
What we offer:
- Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation)
- Annual Leave
- Congratulation or Condolence leave
- Special Leave
- Employee Referral Program
- Language 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)
By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.
Role Information:
- EN Studio: Keywords Studios International Japan
- Location: East APAC, Japan, Tokyo
- Area of Work: Player Engagement
- Service: Engage
- Employment Type: Contract
- Working Pattern: Full time, Remote