Keywords Studios is an international technical services provider to the global video games industry.
At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. We aim to become the “go-to” provider of technical services.
We are trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way.
Job Description
Team Coordinator will be responsible for supporting a new Customer Support team to ensure each agent is providing the best customer service and to improve player's experience for the assigned titles.
Key Responsibilities
- Research and analyze relevant information about the game to ensure Player's experience
- Analyze and improve the workflow of Customer Support team
- Create and edit FAQ and templates
- Coach and mentor Customer Support agents
- Collaborate with Trainer and Data Analyst to interpret relevant data and create action plans
- Communicate and share information with overseas team
Requirements
Qualifications
- Communication skills
- Interpersonal skills
- Business level of English (TOEIC 750 or above, verbal communication in English is important)
- Business level of Japanese（JLPT N2 or above）
- Customer Support experience
- You are a gamer and passionate about games
- Teamwork skills; position requires collaboration with different team members and colleagues
- PC skills (Excel: Sum, VLOOKUP, Powerpoint: Creating PPT slides)
Desired Skills
- Experience in Gaming industry
- Team management skills in Customer Support (KPI Analysis, Training
