Chinese Bilingual Agent - Non-voice for Gaming Project
On-sitePasig City, Metro Manila, Philippines
Job Summary
Chinese Bilingual Player Engagement Agent for a gaming-focused support team. Responsibilities include delivering prompt, quality responses to players via ticketing, email, or chat; investigating and resolving inquiries; translating between Chinese and English as needed; providing feedback to developers; maintaining accurate reports and contributing to smoother support processes; familiarity with CRM tools (Zendesk, Helpshift) and platforms like Discord/Slack; leveraging MS Office/Google Suite for documentation; prior customer service or BPO experience is a plus. This full-time, in-office role is based in Pasig, Metro Manila, Philippines, within Keywords Studios’ Asia Pacific operations, focusing on player engagement and community management.
Required Qualifications
- 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 play
Desired Qualifications
- Experience in customer service or any relevant experience as a Chinese Bilingual CSR in a BPO setting
- Similar experience in Email or Live Chat Support
- Knowledge of community platforms (e.g. Discord, Slack)
- Passion for video games
- Familiarity with Helpshift/Zendesk or other CRM tools
- MS Office or Google Suite proficiency
- Ability to translate between Chinese (Mandarin - Traditional) and English
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