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Bilingual Customer Service Agent - Japanese

Overview

We are hiring a Bilingual Customer Service Agent to help our Japanese players with speed, expertise, courtesy, and enthusiasm! This includes a wide variety of gameplay needs, technical advice, account & billing requests, product information, and social networking. Successful candidates will typically have a passion for gaming, computer savvy, analytical thinking skills, positive attitude, and Native-level Japanese fluency to communicate with customers.

Responsibilities

• Creating and translating content for our Japanese product knowledge base / FAQs
• Handle customer help requests for our products and services:
  • Help with product information, account & billing requests, technical help, gameplay help
  • Help with social networks
• Maintain a working knowledge of our products and services
  • Standard console (mostly PlayStation / Xbox) products and PC products
  • Mobile games
  • Multiplayer online games
• Interact with our customers in all of our Japanese gaming environments to promote customer satisfaction

Qualifications

• Native-level fluency for Japanese language; Business-level fluency in English
• Knowledge of culture and business in Japan
• Customer service experience
  • Strong customer service ethic
  • Enthusiastic, positive, and professional attitude in all interactions
  • Experience with contact center environments
• Ability to work flexible shifts (including some nights, weekends, holidays when products require it)
• Self-starter who works well alone but also experience working within team
• Professional communications and documentation skills
• Strong troubleshooting, analytical, and collaboration skills
• Familiarity with computer hardware and consumer electronics for gaming
• Familiarity with computer operating systems (Microsoft Windows)
• Experience with productivity software (including Microsoft Office)
• Knowledge and passion for PC and Console games and online environments

Preferred Skills

• Previous customer service experience
• Knowledge and passion for multiplayer online games
• Bachelor’s degree or equivalent experience
• Experience working within an international company
• Experience in entertainment software industry

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