Bilingual Player Engagement Agent (Japanese)

Ovii's Interpretation of the Role

Join Keywords Studios as a Japanese‑English Bilingual Player Engagement Agent, providing on‑site support to gamers and relaying feedback to developers. You’ll handle tickets, chats and emails, produce accurate reports, and ensure high‑quality service for AAA and indie titles.

Role Snapshot

• Bilingual player support (Japanese/English)
• Ticket, email and chat handling
• Feedback collection for developers
• CRM tools (Helpshift/Zendesk)
• Macro and knowledge‑base creation
• On‑site in Pasig, Philippines

Must-Have Requirements

• Japanese C1‑C2 proficiency
• English B2+ proficiency
• Customer support communication
• Ticketing/CRM tool usage (Helpshift/Zendesk)
• Macro customization
• Reporting with MS Office or Google Suite
• Quality‑control process adherence
• Japanese language proficiency
• English language proficiency
• Customer support handling
• Must have C1‑C2 Japanese proficiency
• Must have B2+ English proficiency
• On‑site work in Pasig, Philippines

Nice-to-Have Signals

• Prior customer service or BPO experience
• Email or live‑chat support experience
• Familiarity with Discord or Slack
• Passion for video games
• BPO or customer service background
• Email/live‑chat support experience
• Community platform familiarity

Work Setup

• Location: Pasig, Philippines
• Work mode: ONSITE
• Employment type: Full-Time

Application Requirements

• Assessment mentioned
• language proficiency assessment

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Investigate and resolve player inquiries via ticketing, email or chat
• Provide translations to ensure clear communication
• Gather player feedback and deliver it to development teams
• Maintain detailed support reports and analytics
• Escalate issues according to established procedures
• Create and customize macros and contribute to the knowledge base
• Participate in training sessions to improve skills
• Manage time effectively to meet player needs

Good Fit If You Have

• Passion for video games
• Adaptable and flexible in handling varied player situations
• Accountable and reliable when addressing inquiries
• Proactive in identifying and solving support challenges