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

Ovii's Interpretation of the Role

Join Keywords Studios as a Japanese‑bilingual Player Engagement Agent, providing non‑voice support to gamers through ticketing, email and chat. You’ll resolve player issues, collect feedback, and ensure quality standards while collaborating with internal teams.

Role Snapshot

• Japanese‑language player support
• Ticket/email/chat handling
• Player feedback collection
• CRM tool usage (Helpshift/Zendesk)
• Analytics & reporting
• Quality‑control processes
• Macro & knowledge‑base creation
• Collaboration with internal teams

Must-Have Requirements

• Japanese language proficiency (C1‑C2)
• English language proficiency (B2+)
• Ticket/email/chat handling
• CRM tool familiarity (Helpshift/Zendesk)
• Macro customization
• MS Office or Google Suite usage
• Analytics and reporting
• Quality‑control process adherence
• Japanese language proficiency
• English communication
• Customer support handling
• Japanese C1‑C2 proficiency
• English B2+ proficiency
• Onsite work in Pasig, Philippines

Nice-to-Have Signals

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

Work Setup

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

Application Requirements

• Assessment mentioned
• language proficiency test

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Travel
• Security clearance

What You'll Likely Work On

• Investigate and resolve player inquiries through ticketing, email or chat
• Provide Japanese‑English translations as needed
• Gather and deliver player feedback following established procedures
• Maintain accurate reports and analytics to streamline support processes
• Escalate issues promptly according to escalation guidelines
• Create and refine macros and knowledge‑base articles for faster responses
• Participate in training sessions to improve product and process knowledge
• Collaborate with internal project teams to ensure smooth operations

Good Fit If You Have

• Previous BPO or customer‑service experience
• Experience handling email or live‑chat support
• Familiarity with community platforms such as Discord or Slack
• Passion for video games