At Keywords Studios, we're reshaping how players interact with their favorite games. We are looking for a Bilingual Player Support Agent (Mandarin / Traditional Chinese) to serve as the essential link between our clients and the gaming community. You will be responsible for investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our development teams.
What You'll Do
- Deliver excellent customer support to players via ticketing, email, or chat.
- Investigate and resolve player inquiries promptly.
- Assist internal teams with project-related requests to ensure smooth collaboration.
- Gather and deliver player feedback according to established procedures.
- Provide translations when required to ensure seamless communication.
- Maintain accurate and detailed reports to keep processes streamlined.
- Ensure prompt escalation of issues following established procedures.
- Contribute to smoother support processes by creating personalized macros and updating the knowledge base.
- Maintain high-quality standards through the QC process.
- Take part in valuable training sessions to enhance skills and knowledge.
- Manage time effectively and responsibly to meet players' needs.
- Master gameplay knowledge of products to serve players better.
What We're Looking For
- Mastery in C1-C2 level Mandarin / Traditional Chinese language proficiency.
- 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 player concerns proactively.
- Proficiency in navigating knowledge bases for efficient support.
- Basic troubleshooting skills to assist players with technical challenges.
- Availability for full-time work, including weekends (Saturday and Sunday).
- Flexibility in working shifting schedules.
- Willing to work onsite as needed.
- Native level language skills in Traditional Chinese (Mandarin).
- Business level language skills in English.
- Flexibility to work in a morning, afternoon, or night shift.
Nice to Have
- Previous Customer Service experience (remote or on-site/retail).
- Knowledge of community platforms (e.g., Discord, Slack).
- Passion for video games.
- Experience in the service industry or as a customer support agent.
- Previous working experience in the gaming industry.
Technical Stack
- Helpshift, Zendesk, or other CRM tools.
- MS Office or Google Suite apps.
Benefits & Compensation
- Non-taxable Allowances.
- HMO and Life Insurance.
- Birthday Leave and Wellness Leave on top of Vacation and Sick Leaves.
- Annual Wellness Subsidy.
Work Mode
This is a hybrid position based in the Asia Pacific region, specifically the Philippines.
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.
