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ZeniMax Media

Bilingual Customer Service Agent - Japanese

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ZeniMax Media
πŸ‡ΊπŸ‡Έ Hunt Valley, MD


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.


  • 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


  • 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