Mandarin Bilingual CSR - Non-voice for Gaming Project

About the Position

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

• Delivering excellent customer support to players.
• Investigating and resolving player inquiries promptly through ticketing, email, or chat.
• Assisting internal teams with project-related requests, ensuring smooth collaboration.
• Playing a crucial role in gathering and delivering player feedback according to established procedures.
• Providing translations when required to ensure seamless communication.
• Maintaining accurate and detailed reports to keep processes streamlined.
• Ensuring prompt escalation of issues following established procedures.
• Contributing to smoother support processes with personalized macros and knowledge base.
• Playing a part in maintaining high-quality standards through the QC process.
• Taking part in valuable training sessions to enhance your skills and knowledge.
• Managing your time effectively and responsibly to meet players' needs.
• Mastering 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

• Fluency in Mandarin (Traditional Chinese) and English (C1-C2 and B2 level respectively).
• Previous Customer Service experience or any relevant experience as a Chinese Bilingual CSR 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.

Salary

Monthly base salary of ₱20,000, plus ₱5,000 in non-taxable allowances, plus Php60,000 monthly taxable language premium.

Location

Pasig, Metro Manila, Philippines

Employment Type

Full-time, On-site

Application Process

1. Submit your application with your updated resume.
2. Complete our online language assessment to evaluate your written skills.
3. If you pass the test, you will be invited for an online interview with our Talent Acquisition Specialists.
4. Successful candidates will receive a job offer.

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 Applicant Privacy Notice.

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If you're interested in joining our team, we highly encourage you to apply. That would be it from us - now we are waiting for your move!

#imaginemore