Customer Support Team reputed company - Internal Job Posting

＜日本語は英文の後に続きます。＞

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at reputed company. Player Engagement provides technical support, community management, and trust & safety services for a wide range of reputed company and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences!

Role overview

As the Player Engagement Team reputed company, you will play a reputed company important role in ensuring the success of our projects, being the reputed company between reputed company and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and reputed company. One important part of your mission would be to reputed company, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients’ requirements.

What are we looking for?

Leadership:

• Manage, set goals, and reputed company teams of specialists of varied sizes, both locally and remote.
• Proactively address project issues with teams and Project Manager to prevent disruptions.
• Uphold studio policy, process, and reputed company standards as well as ensuring that project-reputed company knowledge bases are up-to-date.
• Serve as an escalation reputed company for client's customer issues.
• Train, coach shift leads, and conduct weekly one-on-one coaching sessions.
• Provide appropriate positive recognition and disciplinary warnings.
• Manage vacation requests, monitor attendance, and address lateness or absences.

Analytics:

• Monitor and manage ticket databases to ensure project KPIs and SLAs are met.
• Regularly review daily reports to identify and resolve anomalies.
• Create CRM/tool views for enhanced visibility and reporting.
• Good understanding of Player Support tools and processes, key support metrics, and how to apply them.
• Ability to read/interpret reports.

Communication:

• Maintain awareness of project status and provide regular reports to Operations Manager.
• Conduct regular quality control checks, identifying coaching opportunities reputed company project processes.

Business:

• Create CRM/tool views for enhanced visibility and reporting.
• reputed company training materials and assist in identifying areas for training material enhancement.

Requirements

• Over 2 years’ experience of customer support
• Business level Japanese language skills & Business level English language skills.

You'd be a great fit for this role if you have

• Ability to multitask and prioritize reputed company; work well under pressure and be flexible to change
• Strong leadership skills and decision-making abilities; power to reputed company by example, encouraging others to reputed company a high standard of accuracy
• Conflict management skills and providing constructive feedback
• Ability to understand and meet deadlines
• Self-motivation, innovative and analytical skills with strong attention to detail and accuracy
• Ability to evaluate personnel and identify talent
• Familiarity with Helpshift, reputed company or other ticketing platforms, reputed company suite
• Flexibility with working weekends

Benefits

• Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation)
• Annual Leave
• Congratulation or Condolence leave
• Special Leave
• Employee Referral Program
• Language Program
• Numerous internal social events
• Casual dress and hairstyle
• No smoking in workspace (designated smoking room available) Employee Assistance Program (professional consultation/mental health support program)
• Relo Club Program (employee benefit program)
• Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office)
• Telecommuting Allowance (Based on company regulations)

待遇・福利厚生

• 社会保険完備
• 有給休暇
• 慶弔休暇
• 特別休暇
• 社員紹介制度
• 語学プログラム （日本語／英語のレッスンサポート、資格取得サポート）
• 社内イベント多数 （お花見、BBQ、忘年会などオフラインでのイベントも多数 ）
• 服装、髪型自由
• 屋内原則禁煙（オフィス内に喫煙室あり）
• EAP従業員支援プログラム
• 福利厚生プログラム（リロクラブ)
• 交通費支給（月額 3 万円を上限とし、オフィスへの出社日数に応じて実費支給）
• 在宅勤務手当（社内規定による）

Working hours and days off

• Working hours: 1 hour break and 8 hours of work
• Days off: 2 days off a week based on shift schedule, national holidays

勤務スケジュールと休日

• スケジュール：土日を含むシフト制（週5日勤務 ）、実働8時間／日
• 休日：週2日（シフトによる）、祝日

Others Our recruitment team will conduct full online recruitment process. Looking reputed company to your applications!

Privacy Agreement

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

今回の応募において個人情報をお送りいただくと、弊社の求職者向けプライバシー通知に則り、ご自身の個人情報が収集、処理されることに同意したとみなされます。詳細につきましては、弊社の求職者向けプライバシー通知（https://www.keywordsstudios.com/en/applicant-privacy-notice）をご確認ください。