Job Description: Chinese (Simplified) Customer Support Agent

Employment Type: Contract Location Type: Remote Workplace: Remote Department: Player Support Published: 2025-07-08

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Company Overview

Keywords International Japan, the Japanese subsidiary of Keywords Studios headquartered in Ireland, was established in 2009. We currently employ approximately 400 individuals in Japan and operate across over 70 global locations with more than 12,000 professional team members. As a leading game service provider, we partner with clients to offer a wide range of services including game development, art asset creation, voice production, QA testing (debugging), localization, marketing, and player engagement. Our internal work environment is casual, diverse, and flat, with both English and Japanese as official languages. We value work-life balance and encourage a healthy separation between work and personal life.

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Position Overview

We are currently seeking a Chinese (Simplified) Customer Support Agent for our Player Engagement department. In this role, you will be responsible for responding to inquiries from players of a well-known game in Chinese (Simplified) via email or chat.

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Responsibilities

• Player Inquiries: Respond to player inquiries received via email or dedicated inquiry tools.
• Log and Data Management: Utilize management tools to check logs and data, escalating complex issues to supervisors or clients as needed.
• Documentation: Create and update internal documentation, including reports, daily reports, templates, and manuals, as required.
• Japanese Language Usage: May involve translating inquiry content, reading documents, and internal communication in Japanese (specific usage may vary by team).

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Requirements

Must-Have:

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

Preferred:

• Previous experience in customer support.
• Experience in the gaming industry or BPO (Business Process Outsourcing) industry.

Ideal Candidate:

• Interested in and passionate about games.

Note on Japanese Skills: Candidates without JLPT scores but with equivalent skills through study abroad or work experience are highly encouraged to apply.

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Benefits and Perks

• Social Insurance (Health, Pension, Employment, Worker's Accident)
• Paid Time Off (Annual Paid Leave, Congratulatory/Condolence Leave, Special Leave)
• Employee Referral Program
• Language Programs (Japanese/English lesson support, qualification acquisition support)
• Numerous Company Events (including offline events like cherry blossom viewing, BBQs, year-end parties)
• Casual Dress Code, Flexible Hairstyles
• Non-smoking Indoors (Smoking rooms available in the office)
• Employee Assistance Program (EAP)
• Welfare Program (Relo Club)
• Commuting Allowance (Up to ¥30,000 per month, reimbursed based on actual expenses and days worked in the office)
• Remote Work Allowance (Based on company regulations)

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Application Instructions

By submitting your personal information for this application, you agree to the collection and processing of your personal data in accordance with our Applicant Privacy Notice. For more details, please review our Applicant Privacy Notice at: https://www.keywordsstudios.com/en/applicant-privacy-notice

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Role Information:

• Studio: Keywords Studios International Japan
• Location: East APAC, Japan, Tokyo
• Area of Work: Player Engagement
• Service: Engage
• Employment Type: Contract
• Working Pattern: Full time
• Remote: Yes