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Simplified Chinese Customer Support Agent - Gaming

Imagine more for your career in games!

  • How about working for a gaming company that is constantly evolving?
  • Are you looking for an employer who listens to your needs and provides a casual and supportive working environment?

That’s perfect! We might be the answer to your needs. At Keywords Studios, we understand that not everyone has experience in the gaming field, but if you're armed with linguistic skills, equipped with passion and willingness to help others, we want to hear from you!

About us

Keywords Studios has been present on the gaming market for 25 years now and we are not stopping there! Right now, we are the leading provider of end-to-end services for the gaming and entertainment industries. We help our clients bring their stories to life by offering a wide range of solutions, from art and audio to testing, localization and finally - Player Support . As a Keywords employee, you will have the opportunity to work on some of the most popular games in the world, standing hand by hand with players, while also developing your skills and career. You will also be guided by our Leadership Principles, which define what success looks like at Keywords and how we can achieve it together. These principles are:

  • Power of Partnership: We work as one team with our clients and support them with passion and purpose.
  • One Keywords: We use our global network and local studios to deliver efficient and high-quality services by working as one team.
  • Raise the Game: We innovate and improve to help our clients and the industry succeed.
  • Embrace an Open World: We value diversity and inclusivity in our global community and create world-class entertainment.
  • Trust Through Transparency: We communicate and act with honesty, integrity and accountability.

If you share these values and want to join our growing network of studios, apply now and become part of the Keywords family.


What will be your daily tasks? As a Player Support Agent (Customer Support Agent):

  • You will provide top-notch assistance to our players by solving their queries about the game and providing excellent customer service.
  • You'll be using your investigative skills and working with our ticketing system to help players with their game-related issues. You'll be responding to their inquiries through email and chat, but don't worry, you won't be taking any phone calls!
  • Collaboration is essential in this role. You'll work closely with our internal teams to assist with project-related requests and provide feedback to their development team. You will be the voice of the product and the ear on the ground.


You are an ideal candidate for this position if:

  • You have excellent Simplified Chinese language skills, especially in writing. You can communicate fluently and confidently in Simplified Chinese at a C1-C2 level.
  • You have excellent Japanese language skills, especially in writing. You can communicate fluently and confidently in Japanese at a C1-C2 level.
  • You are proficient in English and can use it daily to interact with your colleagues. Keywords is a global and diverse company, so English is the common language for collaboration.
  • You are familiar with either MS Office or Google Suite apps and can use them effectively.
  • You are ready to work full-time, 5 days a week, which may include weekend-days (Saturday and Sunday) as well as shifts availability.


Optionally, it would be great if:

  • You have some previous experience in Customer Service, but it’s not ‘a must’, as we provide a full training.
  • You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not crucial.


The steps of our recruitment process:

  1. Online language assessment (Simplified Chinese and Japanese) to better evaluate your written skills - you’ll receive an invitation email on your inbox.
  2. Interview via MS Teams with one of our recruiters and local HR (online). For some projects there might be a second interview with a Team Lead or an Operations Manager.

Our recruitment process is fully online and remote. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

Role Information: EN

Studio: Keywords Studios

Location: Japan

Area of Work: Player Engagement

Service: Engage

Employment Type: Contract

Working Pattern: Remote

What You Should Know About Simplified Chinese Customer Support Agent - Gaming, Keywords Studios

At Keywords Studios, we believe in imagining more for your career in gaming! We are on the lookout for a passionate Simplified Chinese Customer Support Agent to join our dynamic team in providing the best player support for some of the most popular games out there. If you have superb communication skills in Simplified Chinese and the ability to tackle player queries with confidence, this role is for you! Working with us means becoming part of a supportive community that values diversity and fosters a collaborative environment. You won't be just another voice—you'll be the crucial link between our players and our game developers. Your responsibilities will include resolving game-related issues, collaborating with internal teams, and offering stellar customer service through email and chat. Don't worry; there's no phone support involved! While familiarity with customer service can be beneficial, it's not a deal-breaker as we offer comprehensive training. Ideally, you'll be a huge fan of video games, which will make your experience even more rewarding, but having a passion for helping others is what truly counts. With flexible shifts that may include weekends, you'll have the opportunity to develop your skills and grow your career with us. So, if you're fluent in Simplified Chinese and are ready to take on an exciting new challenge in the gaming industry, apply now and take your first step toward a fulfilling career at Keywords Studios!

Frequently Asked Questions (FAQs) for Simplified Chinese Customer Support Agent - Gaming Role at Keywords Studios
What does a Simplified Chinese Customer Support Agent do at Keywords Studios?

As a Simplified Chinese Customer Support Agent at Keywords Studios, you will be responsible for assisting players by resolving their game-related issues through email and chat support. Your role involves utilizing your linguistic skills to ensure players receive top-notch customer service while also collaborating with internal teams to provide valuable feedback for game improvements.

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What language skills are required for the Simplified Chinese Customer Support Agent role at Keywords Studios?

To succeed as a Simplified Chinese Customer Support Agent at Keywords Studios, you must possess excellent command of the Simplified Chinese language, especially in writing, at a C1-C2 level. Additionally, proficiency in Japanese and English is necessary, as you'll be interacting daily with your colleagues in a diverse, global environment.

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Is customer service experience necessary for the Simplified Chinese Customer Support Agent position at Keywords Studios?

While previous experience in customer service can be advantageous for the Simplified Chinese Customer Support Agent role at Keywords Studios, it is not a strict requirement. The company provides full training to ensure you are well-prepared to assist players effectively. What's most important is a willingness to learn and help others.

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What is the work schedule for the Simplified Chinese Customer Support Agent at Keywords Studios?

The Simplified Chinese Customer Support Agent position at Keywords Studios requires full-time commitment, including a 5-day work week. Your shifts may include weekends, as providing excellent player support needs flexible coverage to accommodate our players' needs.

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What steps are involved in the recruitment process for the Simplified Chinese Customer Support Agent role at Keywords Studios?

The recruitment process for the Simplified Chinese Customer Support Agent at Keywords Studios involves an online language assessment for both Simplified Chinese and Japanese, followed by an interview via MS Teams with a recruiter and local HR. Depending on specific projects, additional interviews with a Team Lead or Operations Manager may occur.

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Common Interview Questions for Simplified Chinese Customer Support Agent - Gaming
How do you handle difficult customer inquiries as a Simplified Chinese Customer Support Agent?

When faced with difficult customer inquiries, it is essential to remain calm and patient. I would listen attentively to the customer’s concerns, empathize with their situation, and clarify any misunderstandings. Providing clear and concise information, along with potential solutions, can help reassure the player and build trust.

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What skills do you think are essential for a Simplified Chinese Customer Support Agent?

Essential skills for a Simplified Chinese Customer Support Agent include excellent communication in both written and spoken forms, active listening abilities, problem-solving capabilities, and familiarity with game-related issues. Being adaptable and having a positive attitude also contribute significantly to providing exceptional customer service.

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Why do you want to work as a Simplified Chinese Customer Support Agent at Keywords Studios?

I am an avid gamer and passionate about helping others enjoy their gaming experiences. Working as a Simplified Chinese Customer Support Agent at Keywords Studios would allow me to combine my love for gaming with my language skills to assist players effectively in a leading gaming environment.

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How would you keep yourself updated on the games you'd be supporting?

To stay updated, I would regularly engage with the games I support, read patch notes and community forums, and participate in discussions on social media. Keeping in touch with fellow players would help me understand common issues and how best to assist them.

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Can you provide an example of a time you resolved a customer issue effectively?

In a previous role, a customer was experiencing issues with in-game purchasing. I actively listened to their problem, gathered relevant information, and guided them through troubleshooting steps until we found a solution. The customer appreciated the support, expressing gratitude for the timely resolution.

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What is your experience with ticketing systems and how do you use them?

I have experience with ticketing systems where I aimed to prioritize customer inquiries based on urgency. By efficiently categorizing, tracking, and responding to tickets, I ensure no player goes unanswered and that they receive timely help according to their issue’s severity.

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How would you approach a situation where you do not know the answer to a player's question?

If I don't know the answer, I'd be honest with the player and reassure them that I will find the information. I'd take the matter seriously, research the query, and reach out to other team members or resources until I can provide the player with an accurate response.

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What is your understanding of the importance of collaboration in customer support roles?

Collaboration is crucial in customer support roles as it enables us to leverage team knowledge for better outcomes. By sharing experiences and insights with colleagues, we can improve our responses, ensure consistency in communication, and address recurring issues more efficiently.

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How do you prioritize tasks when handling multiple player inquiries simultaneously?

I prioritize based on urgency and the severity of the issues raised by players. I use a systematic approach where critical concerns are addressed first while ensuring I communicate with all players to keep them informed about their inquiries.

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What do you think makes excellent customer service in a gaming environment?

Excellent customer service in a gaming environment hinges on empathy, passion, and effective communication. Understanding the players’ emotional investment in their experience and providing timely, accurate support is crucial to making them feel valued and heard.

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Keywords Studios continues to build world leading capabilities in services that video game and similar interactive content creators need. We stand shoulder to shoulder with our clients working as their external development partner, providing acces...

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DATE POSTED
January 11, 2025

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