[Remote] Chinese Customer Support Agent - Gaming at Keywords Studios

Taiwan

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Gaming, E-commerceIndustries

Requirements

Native or fluent Chinese speaker (implied by language assessment in recruitment process)
Ideally at least 1 year of experience in customer service or the online retail sector
Availability to work rotating shifts, including weekends and public holidays
Good understanding of customer service expectations and practices in the US
Effectiveness in prioritizing tasks according to daily operational needs
Strong organizational and problem-solving skills
Capability to work independently with minimal supervision
Motivation, enthusiasm, and excellent interpersonal skills
Strong communication skills: respond promptly to inquiries via email, live chat, and social media; manage online orders; address complaints professionally
Analytics skills: monitor multiple tasks, ensure timely resolution, proactively identify challenges/opportunities, analyze feedback for service improvements
Business acumen: deliver exceptional customer experience per company standards, undertake additional projects
Leadership: assist in implementing training programs for consistent high-quality service

Responsibilities

Investigate and deliver prompt, quality responses to customer questions via email, live chat, and social media
Manage online orders
Efficiently and professionally address customer complaints
Collaborate with departments such as Warehouse, Logistics, Operations, and Engineering to achieve customer satisfaction
Monitor multiple tasks and ensure timely resolution of customer requests and inquiries
Proactively identify and address challenges and opportunities
Analyze customer feedback and provide insights to improve service quality and platform functionalities/payment methods
Deliver exceptional customer experience in accordance with company standards
Undertake additional projects as required
Assist in implementing training programs to ensure consistent and high-quality customer service for other agents
Provide valuable feedback to the team regarding platform functionalities and payment methods to improve processes

Skills

Customer Support

Communication

Email Support

Live Chat

Social Media

Order Management

Complaint Resolution

Analytics

Customer Feedback Analysis

Collaboration

Keywords Studios

Comprehensive service provider for video games

About Keywords Studios

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios focuses on delivering customized solutions that cater to the specific needs and budgets of their clients. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.

London, United KingdomHeadquarters

1998Year Founded

$487.8MTotal Funding

IPOCompany Stage

Consumer Software, Entertainment, GamingIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Company Equity

Risks

Increased competition may impact Keywords Studios' market share in the gaming industry.

Integration of acquired companies could pose operational challenges and affect service quality.

Reliance on major clients like Microsoft may lead to revenue volatility.

Differentiation

Keywords Studios offers end-to-end services for the entire game development lifecycle.

The company has a global presence with over 13,000 professionals in 25+ countries.

Proprietary technology enhances Keywords Studios' platform for digital content creation.

Upsides

Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.

Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.

Private equity interest indicates strong market confidence and strategic growth potential.

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