(Mandarin) Chinese Bilingual Agent - Non-voice for Gaming Project

Keywords Studios Plc.; Manila, Hinoba-an; On-site; PHP 300,000 - 600,000; Full time

Benefits offered by this job

Non-taxable Allowances

HMO and Life Insurance

Paid Time Offs

Annual Wellness Subsidy

Job summary

Keywords Studios is expanding its Player Engagement team in the Asia Pacific region, seeking a Mandarin bilingual agent to support gamers with timely, high-quality responses via ticketing, email, or chat. You will translate when needed and relay player feedback to developers, helping improve our products and services.

Ideal candidates have Mandarin proficiency at C1-C2 and English at least B2, superb communication, and a proactive, accountable approach to resolving inquiries while using CRM

Qualifications

• Mandarin at C1-C2; English at B2 or higher.
• Excellent communication for player support.
• Flexibility to adapt to various situations and player needs.
• Accountability and reliability in handling inquiries and issues.
• Proactive in identifying and addressing player feedback.

Responsibilities

• Investigate and resolve player inquiries via ticketing, email, or chat.
• Deliver prompt, quality responses to players.
• Provide translations when required for seamless communication.
• Gather and relay player feedback to developers per procedures.
• Assist internal teams with project-related requests to ensure smooth collaboration.

Skills

Mandarin Proficiency

Communication Skills

Customer Support

Proactive Problem Solving

English Proficiency

Tools

Helpshift/Zendesk CRM

MS Office/Google Suite

Job description

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 Chinese Bilingual Player Engagement 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.

What are we looking for? Our Mandarin Bilingual PE 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 Mandarin language proficiency (Mandarin - Traditional Chinese), 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 play

Nice-to-haves:

• Previous Customer Service experience or any relevant experience as a Chinese Bilingual CSR in a BPO setting
• Similar experience in Email or Live Chat Support is an advantage.
• 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.

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:

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

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.

That would be it from us - now we are waiting for your move!

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: In Office