Job Description: Chinese (Traditional) Customer Support Agent

Employment Type: Contract Location Type: Remote

Position Overview

Keywords Studios, headquartered in Ireland with over 70 global offices and 12,000+ professionals, is a leading game service provider. We offer a wide range of services including game development, art asset production, audio production, QA testing (debugging), localization, marketing, and player engagement. We pride ourselves on a casual, diverse, and flat corporate culture with a strong emphasis on work-life balance.

We are currently seeking a Japanese Customer Support Agent to join our Player Engagement department. In this role, you will be responsible for responding to inquiries from players of well-known games in Traditional Chinese.

Responsibilities

• Inquiry Handling: Respond to player inquiries via email or chat using our dedicated inquiry tools.
• Log and Data Management: Review logs and data using management tools to address player queries. Escalate complex issues to supervisors or clients as needed.
• Documentation: Create and update reports, daily reports, templates, and internal documentation as required.
• English Usage: Utilize English for tasks such as translating inquiries, reading documents, and internal communication (specific usage may vary by team).

Requirements

Must-Have Qualifications:

• Native proficiency in Traditional Chinese.
• Business-level or higher proficiency in Japanese.
• Basic PC skills (MS Office, Google Workspace, email correspondence, etc.).

Preferred Qualifications:

• Previous customer support experience.
• Experience in the gaming or BPO (Business Process Outsourcing) industry.
• Proficiency in English is a plus!

Desired Candidate Profile

• Interest and passion for games.

Benefits

• Work Schedule: Shift-based, 5 days a week, including weekends and holidays.
  • Hours: 10:00 AM - 7:00 PM (JST)
  • Actual working hours: 8 hours per day.

Application & Selection Process

• Current Selection Method: All selection processes are conducted online due to infectious disease prevention measures.
• Selection Flow:
  1. Document Screening
  2. Online Interview
  3. Language Test
  4. Job Offer
  • Please note that the above flow is subject to change.
• Application Instructions:
  • When entering your name in the application form, please use your English (alphabetical) name.
  • A PC with internet access and a Gmail address are required for the language test.

Company Information

• Company: Keywords Studios
• Department: Player Support
• Published: 2025-06-24
• Remote: Yes

Privacy Agreement

By submitting your information for this application, you agree that your personal data will be collected and processed in accordance with our Applicant Privacy Notice. For more details, please refer to our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.