Japanese Bilingual Agent - Non-voice for Gaming Project (PE)

About the Position

Japanese Bilingual Agent - Non-voice for Gaming Project (PE)

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization, and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Responsibilities

As a Japanese Bilingual Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include:

• 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

• Fluent in both Japanese and English (C1-C2 level proficiency in Japanese and B2 level or higher in English).
• Previous Customer Service experience or any relevant experience in a BPO setting.
• Similar experience in Email or Live Chat Support is an advantage.
• 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.

We Offer

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy

About the Company

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Application Process

1. Submit your application with your updated resume.
2. Complete the online language assessment to evaluate your written skills.
3. Await the evaluation results (48-72 hours).
4. If successful, participate in an online interview with our Talent Acquisition Specialists.
5. Potential second interview with a Team Lead or Operations Manager.
6. Receive a job offer and become a new Keywordian!

Location

• City: Pasig
• Country: Philippines

Salary

• Base Salary: ₱20,000 per month
• Non-taxable Allowances: ₱5,000 per month
• Language Premium: ₱60,000 per month

Total: ₱85,000 per month

Work Conditions

• Type: Full-time, On-site
• Schedule: Shifts including weekends, holidays, and different time zones as needed.

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 Keywords Studios Privacy Notice.