Mandarin Bilingual Agent - Non-voice for Gaming Project

Ovii's Interpretation of the Role

Join Keywords Studios as a Mandarin‑bilingual Player Engagement Agent, providing non‑voice support to gamers through ticketing, email and chat. You’ll resolve player issues, collect feedback, and translate communications while maintaining quality and reporting standards.

Role Snapshot

• Mandarin‑speaking player support
• Ticket/email/chat handling
• Player feedback collection
• Translation between Mandarin & English
• CRM tool usage (Helpshift/Zendesk)
• Macro & knowledge‑base creation
• Reporting & analytics
• Quality control participation

Must-Have Requirements

• Mandarin C1‑C2 proficiency
• English B2+ proficiency
• Customer support communication
• Ticketing system usage (Helpshift/Zendesk)
• Translation ability
• Macro customization
• MS Office or Google Suite for reporting
• Mandarin language proficiency
• English proficiency
• Customer support
• Mandarin C1‑C2 language proficiency
• English B2+ language proficiency
• On‑site work in Pasig, Philippines

Nice-to-Have Signals

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

Work Setup

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

Eligibility Gates

• Visa sponsorship: unknown

Application Requirements

• Assessment mentioned
• Online language assessment (Mandarin C1‑C2, English B2+)

Not Specified in JD

• Visa sponsorship
• Salary range
• 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

• Respond to player inquiries via ticketing, email or chat promptly
• Gather and deliver player feedback to developers following established procedures
• Provide accurate translations between Mandarin and English as needed
• Maintain detailed reports and ensure escalations follow defined workflows
• Create and customize macros and contribute to the knowledge base
• Participate in training sessions and quality‑control activities
• Collaborate with internal teams on project‑related requests
• Manage time effectively to meet player‑service expectations

Good Fit If You Have

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