Customer Support Agent with English and Chinese

Amber Studio; Manila; Hybrid; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Training programs

Friendly work environment

Competitive salary

Great colleagues

Team support

Career development

Job summary

Amber Studio in Manila is seeking a Customer Support Agent with English and Chinese to assist Live game players with account settings, gameplay, and purchases. You will diagnose issues, provide personalized solutions, and stay updated on game changes. You’ll work closely with the community and strive for excellent user experiences.

The role requires native/fluent Chinese (Traditional and Simplified) and strong English, plus 1+ year in customer service. A dynamic, multicultural team awaits.

Qualifications

• Fluent in written and spoken Chinese (Traditional and Simplified) and English.
• 1+ year experience in customer service or player support.
• Experience with contact center processes and multilingual support.
• Strong communication and problem-solving skills.
• Passion for video games and delivering great user experiences.

Responsibilities

• Provide support and answer inquiries for Live Players.
• Gather relevant data from players, diagnose root causes, and offer solutions.
• Stay updated on game features, design, and procedural changes.
• Maintain KPIs and report negative trends promptly.
• Collaborate with team to ensure high-quality player experience.

Skills

Chinese (Traditional)

Chinese (Simplified)

English communication

Customer service experience

Multilingual support

Problem solving

Contact center experience

Video game knowledge

Tools

Helpshift

Slack

Zoom

MS Office

Job description

Customer Support Agent with English and Chinese

At Amber, we're always on the hunt for the most talented individuals in the industry to join our team. We'dedicated to delivering top-notch service to our customers and know that our employees are key to making that happen. We offer attractive compensation packages and plenty of chances to grow with us, and we're always on the lookout for ways to do things better. Our team works together towards common goals and we value each member's contributions to our mission of continuous improvement and innovation.

About the role:

As aPlayerSupport agent, you will be supportingthe players of a Live game, assisting them with queries regarding account settings, gameplay, purchasing, basic troubleshooting, and other miscellaneous game-related question they may have.

Of course,we arenot limiting ourselves just to this,as we want to be as close as we can to the communityandlisten and gather their valuablefeedback whenthey reach out to us.
First and foremost, one of our core values isCulture, and this is reflected in our daily activities.

We value each one of our players andwelike toconsider ourselves as their trusty friends and be there for them whenever they need us.We are devoted to giving our partners incomparable servicesby demonstrating exceptionalquality,understanding cultural differences, and showing empathy, proactiveness, and resourcefulness.

The Quest:

• Provide support and answer inquiries for Live Players.
• Gather relevant data from the players, understand the root cause, and offer personalized solutions.
• Constantly keeping yourself updated in terms of game/features/design/procedural changes.
• Be in tune with the project's productivityand quality targets.
• Carefully check the backlog and report negative trends as soon as possible.
• Maintain healthy KPI results on a daily/weekly/monthly basis.

The Skills:

• High level or native level of fluency in written and spokenTraditional and Simplified Chinese.
• High level of fluency in written and spokenEnglish.
• Excellent written and verbal communication skills.
• At least 1 year of working experiencein customer service, player support, or contact center.
• Hands-on experience with contact center processes, tools, and multilingual support.
• Innovative and passionate about delivering the best user experiences possible.
• Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases.
• Must be experienced and comfortablewithworking in a fast-paced environment and dealing withconstantchange.
• Video games knowledge.
• Technical support experience in a customer-focused role is preferred, but notessential.

Tools:

• Helpshift
• Slack/Zoom
• MS Office Suite

Nice to have:

• iOS/Android/Switch/PlayStation/PCexperience.
• Ability to workin a multicultural environment.
• Game support knowledge.

The Reward

• A fun and dynamic industry where you can make a difference.
• Professional and friendly work environment.
• An attractive salary package.
• Awesome and talented colleagues.
• Support from all your teammates.
• Access to training and learning programs.