Description
New hires are required to work fully onsite during the onboarding and training period and may transition to a permanent or WFH setup based on business needs.
As a Japanese 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.
Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact.
Our PE Agent has a knack for the following skills:
Communication: 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.
Analytics: 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. Play a part in maintaining high-quality standards through the QC process.
Leadership: Take part in valuable training sessions to enhance your skills and knowledge. Manage your time effectively and responsibly to meet players' needs.
Business: 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 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.
Nice-to-haves:
Previous Customer Service experience or any relevant experience in a BPO setting.
Similar experience in Email or Live Chat Support is an advantage.
Knowledge of community platforms (e.g. Discord, Slack) could be an asset.
Passion for video games can make your job more enjoyable, but it's not crucial.
Benefits:
Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavour to create a workplace which provides equal opportunities for all employees and potential employees.
Benefits:
Non-taxable Allowances
HMO and Life Insurance
Paid Time Offs
Annual Wellness Subsidy