Japanese Bilingual Agent - Non-voice for Gaming Project (PE)
On-sitePasig City, Metro Manila, Philippines
Job Summary
Investigate and deliver prompt, quality responses to players' questions via ticketing, email, or chat while providing feedback to developers. Assist internal teams with project requests, gather player feedback according to procedures, and provide translations when required. Maintain accurate reports, ensure prompt issue escalation, and contribute to smoother support processes using personalized macros and the knowledge base. Participate in training sessions and maintain high-quality standards through the QC process. Master product gameplay knowledge and utilize Helpshift/Zendesk or similar CRM tools for seamless support. This role is part of Keywords Studios' Player Engagement service line, supporting AAA and Indie studios globally.
Required Qualifications
- Mastery in C1-C2 level Japanese language proficiency
- English at B2 level or higher
- Excellent communication skills
- 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
- Previous Customer Service experience
- any relevant experience in a BPO setting
- Similar experience in Email or Live Chat Support
- some knowledge of the community platforms (e.g. Discord, Slack)
- passion for video games
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