Bilingual Player Engagement Agent (Japanese) - night shift

The role offers a work-from-home setup; however, all Keywords Studios Manila team members are expected to report onsite as needed, based on business requirements.

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!

Role Overview

As a Japanese Bilingual 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. Level up your game and apply today!

What are we looking for? Our 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

You'd be a great fit for this role if you have:

Mastery in C1-C2 level language proficiency, with native-level Japanese and 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 proactively
Proficiency in navigating knowledge bases for efficient support
Basic troubleshooting skills to assist players with technical challenges
Availability for full-time work, including weekends (Saturday and Sunday)

Nice-to-haves:

Previous Customer Service experience (BPO/gaming) is a plus
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

Requirements

Excellent written communication
Preferably with customer service experience in a BPO setting
Ability to quickly learn customer service based tools and techniques
Gaming background is a plus
Amenable to work on shifting schedules
Fresh Graduates are welcome to apply
Native-level Japanese Language Proficiency

Benefits

What do we offer?

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

Benefits for Manila employees:

Non-taxable Allowances
Paid Time Offs
HMO and Life Insurance
Annual Wellness Subsidy
Language Premium - for bilingual team members

Phases of our recruitment journey (some steps may interchange as needed):

You send us your application with your updated resume
After reviewing your candidacy, we invite you to our online Language Assessment (Japanese and English) to better evaluate your written skills. Our test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!
Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated
If you successfully pass the test - we'll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It's a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager
At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. 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

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Role Information: EN

Studio: KWM

Location: APAC, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: Full-time

Working Pattern: Hybrid
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