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Player Support Executive - Customer Service (Japanese)

RESPONSIBILITIES

• Provide customer support and technical issue resolution (within inbound/desk-bound environment) via email, chat, social media, and other online platforms.
• Handle multiple concurrent chat and email, outbound calls interactions while addressing frequent emails, social media interactions, and other online platforms.
• Identify, troubleshoot, and advise on technical issues in the customer’s computer, mobile app, and/or video game console.
• Identify trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.
• Escalate real-time issues to client/supervisor.
• Translate documents from Japanese to English and vice versa.
• Perform report and minutes writing in Japanese and/or English.

Requirements

• Prior experience in call-center or customer service-related roles.
• Language proficiency in both English and Japanese (JLPT N3 and above or an equivalent level) in order to liaise with Japanese-speaking associates.
• Able to work on weekends and public holidays on a fixed schedule.
• Possess customer-focused with appropriate urgency to suit operational demands.

• Good time management and work organization skills.
• Meticulous team player with a results-driven personality.
• Proficient in MS Office. Exposure to any CRM tools or systems is highly advantageous.
• Able to understand games from a gamer’s perspective and give in-depth gaming and PC/console

troubleshooting support.

• Able to solve and analyze information accurately with appropriate speed and guidelines.
• Those without relevant experience (possess an interest in customer service or gaming) maybe considered as well.
• This role will be on WFH(Singapore).