Japanese-Bilingual Player Support Specialist

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

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.