Chinese (Traditional) Customer Support Agent - Remote

Position Overview

Keywords International Japan, the Japanese branch of Keywords Studios headquartered in Ireland, is seeking a Chinese (Traditional) Customer Support Agent for its Player Engagement department. This role involves responding to inquiries from players of well-known games in Traditional Chinese via email or chat. The company is a leading game service provider with a global presence and offers a casual, diverse, and flat corporate culture with a good work-life balance.

About Us

• Established: 2009
• Employees: Approximately 400 in Japan, over 12,000 globally across 70+ locations.
• Services: Game development, art asset creation, voice production, QA testing (debugging), translation, marketing, player engagement.
• Culture: Casual, diverse, flat structure. Public languages are Japanese and English. Emphasis on work-life balance.

Job Description

• Role: Customer Support Agent (Player Engagement)
• Responsibilities:
  • Respond to player inquiries via email or chat.
  • Review logs and data using management tools.
  • Escalate complex issues to supervisors or clients.
  • Create and update documentation, reports, daily reports, templates, and manuals as needed.
  • Utilize Japanese for translating inquiry content, reading documents, and internal communication (specific usage may vary by team).

Requirements

• Mandatory:
  • Native-level Chinese (Traditional) proficiency.
  • Business-level Japanese proficiency (daily conversation or higher).
  • Basic PC skills (MS Office, Google Workspace, email correspondence, etc.).
• Preferred:
  • Experience in customer support.
  • Experience in the game industry or BPO 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.

Benefits and Perks

• Social insurance complete
• Paid leave
• Congratulatory and condolence leave
• Special leave
• Employee referral program
• Language programs (Japanese/English lesson support, certification support)
• Numerous company events (e.g., cherry blossom viewing, BBQ, year-end parties)
• Casual dress code, flexible hairstyles
• Non-smoking indoors (smoking rooms available in the office)
• EAP (Employee Assistance Program)
• Welfare program (Relo Club)
• Commuting allowance (up to ¥30,000/month, actual expenses paid based on office attendance)
• Remote work allowance (based on company regulations)

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 details, please review our Applicant Privacy Notice: https://www.keywordsstudios.com/en/applicant-privacy-notice

Employment Type: Contract Workplace: Remote Language: English (internal communication may involve Japanese/English) Department: Player Engagement / Player Support Published: 2025-07-08 Location: East APAC, Japan, Tokyo (Remote) Studio: Keywords Studios International Japan