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

Keywords Studios Plc; Manila; On-site; PHP 400,000 - 560,000; Full time

Benefits offered by this job

Non-taxable allowances

HMO and Life Insurance

Paid Time Offs

Annual Wellness Subsidy

Job summary

Keywords Studios Plc in Manila, Philippines, is hiring a Japanese bilingual Player Engagement Agent to bridge between clients and the gaming community. You will investigate inquiries, deliver timely responses, translate when required, and provide feedback for developers while upholding high quality through reporting and training.

The role requires strong Japanese (C1-C2) and English (B2+) skills, excellent communication, adaptability, and reliability.

Qualifications

• Mastery in Japanese at C1-C2 with English at B2+.
• Strong written and verbal communication abilities in both languages.
• Ability to adapt to diverse player inquiries and situations.

Responsibilities

• Deliver excellent customer support to players via email, chat, or ticketing.
• Investigate and resolve player inquiries promptly and accurately.
• Escalate complex issues following established procedures.
• Provide translations to ensure clear communication when needed.
• Gather and relay player feedback to developers through proper channels.
• Maintain detailed reports to streamline processes and quality standards.
• Support internal teams with project-related requests and timelines.
• Contribute to knowledge bases and macro libraries for faster responses.
• Assist in QC processes to uphold high service quality.
• Participate in training sessions to improve product knowledge and skills.
• Manage time effectively to meet players’ needs and SLAs.
• Familiarize yourself with product gameplay to better assist players.
• Use CRM tools (e.g., Helpshift, Zendesk) for efficient support.
• Customize macros for streamlined responses and consistency.
• Document interactions using MS Office or Google Suite apps.

Skills

Japanese language proficiency (C1-C2)

English proficiency (B2+)

Excellent communication skills

Flexibility

Accountability

Job description

Since 1998, we have 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.

Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios.

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.

Responsibilities

• 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.
• Gather and deliver player feedback according to established procedures.
• Provide translations when required to ensure seamless communication.
• 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.
• Take part in valuable training sessions to enhance your skills and knowledge.
• Manage your time effectively and responsibly to meet players' needs.
• 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.

Nice‑to‑hands

• 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 the community platforms (e.g. Discord, Slack) – an asset.
• A passion for video games – making the job more enjoyable.

Benefits

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

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.