Mandarin Bilingual CSR - Non-voice for Gaming Project

Ovii's Interpretation of the Role

We are hiring a Mandarin‑bilingual Player Engagement Agent to provide non‑voice support for gamers. You will resolve player inquiries via ticketing, email or chat, collect feedback, and ensure quality standards while collaborating with internal teams.

Role Snapshot

• Mandarin‑language player support
• Ticket/email/chat handling
• Player feedback collection
• Quality‑control and reporting
• CRM tool usage (Helpshift/Zendesk)
• Game knowledge & product mastery

Must-Have Requirements

• Mandarin C1‑C2 proficiency
• English B2+ proficiency
• Ticketing system usage (Helpshift/Zendesk)
• Macro customization
• MS Office or Google Suite
• Analytics/reporting
• Customer support communication
• Mandarin proficiency must be C1‑C2
• English proficiency must be B2+
• In‑office work in Pasig, Philippines

Nice-to-Have Signals

• BPO customer service experience
• Email or live‑chat support experience
• Knowledge of Discord or Slack
• Passion for video games

Work Setup

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

Application Requirements

• Assessment mentioned
• Language proficiency assessment
• Resume submission

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

• Investigate and resolve player questions through ticketing, email or chat
• Gather, translate and deliver player feedback to developers
• Maintain accurate reports and escalate issues per procedures
• Create and use macros and knowledge‑base articles to streamline responses
• Participate in quality‑control checks and ensure high‑quality standards
• Attend training sessions and manage time to meet player‑service SLAs
• Collaborate with internal project teams on support‑related requests

Good Fit If You Have

• Prior BPO experience as a Chinese‑bilingual CSR (preferred)
• Experience with email or live‑chat support (preferred)
• Familiarity with community platforms such as Discord or Slack (nice‑to‑have)
• Passion for video games (helpful but not required)