FOR POOLING: Thai Bilingual Agent - Player Engagement at Keywords Studios

Pasig, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Gaming, Video GamesIndustries

Requirements

Excellent written communication in Thai and English (plus if you have any related certification for Thai language proficiency)
Preferably with customer service experience in a BPO setting
Ability to quickly learn customer service based tools and techniques
Gaming background is a plus
Amenable to work on shifting schedule
Fresh Graduates are welcome to apply
Familiarity with Helpshift/Zendesk or other CRM tools for seamless support
Knowledge of macros customization for streamlined responses
Experience with MS Office or Google Suite apps for documentation

Responsibilities

Deliver excellent customer support to players
Investigate and resolve player inquiries promptly through ticketing, email, or chat
Assist internal teams with project-related requests, ensuring smooth collaboration
Gather and deliver player feedback according to established procedures
Provide translations when required to ensure seamless communication
Maintain accurate and detailed reports to keep processes streamlined
Ensure prompt escalation of issues following established procedures
Contribute to smoother support processes with personalized macros and knowledge base
Take part in maintaining high-quality standards through the QC process
Participate in valuable training sessions to enhance skills and knowledge
Manage time effectively and responsibly to meet players' needs
Master the gameplay knowledge of products to serve players better

Skills

Key technologies and capabilities for this role

ThaiBilingualCustomer SupportTicketingEmail SupportChat SupportCommunity ManagementPlayer FeedbackTranslationAnalyticsReportingKnowledge Base

Questions & Answers

Common questions about this position

What benefits does Keywords Studios offer for this role?

Benefits include a Language Premium, non-taxable allowances, and work from home with flexibility to report onsite.

Is this position remote or hybrid?

The role is hybrid, offering work from home but with the expectation of flexibility to report onsite.

What skills are required for the Thai Bilingual Player Engagement Agent role?

Required skills include excellent written communication in Thai and English, customer service experience preferably in BPO, ability to learn tools quickly, familiarity with CRM tools like Helpshift/Zendesk, and knowledge of MS Office or Google Suite.

What is the company culture like at Keywords Studios?

The company offers a dynamic workspace, continuous growth opportunities, valuable training sessions, and a global team focused on building engaging player communities in the gaming industry.

Who is Keywords Studios looking for in this role?

They seek candidates with Thai and English communication skills, customer service experience (BPO preferred), quick learning ability, gaming background as a plus, and amenability to shifting schedules; fresh graduates are welcome.

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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