Bilingual Player Engagement Agent (Japanese)

Keywords Studios; Pasig; On-site; PHP 334,800 - 558,000; Full time

Benefits offered by this job

Non-taxable allowances

HMO and life insurance

Paid time off

Annual wellness subsidy

Job summary

Keywords Studios in Pasig, Philippines, is looking for a Japanese Bilingual Player Engagement Agent. This role requires providing excellent customer support and promptly resolving player inquiries while maintaining high-quality standards.

The ideal candidate will have strong communication skills and proficiency in Japanese at C1-C2 level and English at B2 level. Valuable training will be provided to enhance skills. Benefits include non-taxable allowances, HMO, life insurance, and paid time off.

Qualifications

• Excellent customer support skills and experience handling player inquiries.
• Mastery of Japanese (C1-C2) and good English communication (B2).
• Ability to adapt to various player needs and situations.

Responsibilities

• Investigate and deliver prompt responses to player inquiries.
• Gather and deliver player feedback to developers.
• Maintain detailed reports to streamline support processes.

Skills

Customer support

Japanese language proficiency (C1-C2)

English language proficiency (B2)

Communication skills

Flexible adaptation

Tools

Helpshift/Zendesk

MS Office

Google Suite

Job description

New hires are required to work fully onsite during the onboarding and training period and may transition to a permanent or WFH setup based on business needs.

Please note that onsite work is determined by company directives, not personal preference. We do not offer a permanent WFH setup.

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 provide a wide range of solutions from art and audio to testing, localization and player engagement, offering technical support, community management, and trust & safety services for AAA and Indie studios.

Join us in building engaging player communities and offering outstanding experiences.

Role Overview

As a Japanese Bilingual Player Engagement Agent, you will 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.

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.

Qualifications

• Mastery in C1‑C2 level Japanese language proficiency, 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 player needs.

Nice‑to‑haves

• Previous customer service experience or any relevant experience in a BPO setting.
• Similar experience in email or live‑chat support is an advantage.
• Knowledge of community platforms (e.g., Discord, Slack) is a plus.
• Passion about video games, though not essential.

Equal Employment Opportunity

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

• Non‑taxable allowances
• HMO and life insurance
• Paid time off
• Annual wellness subsidy