Player Support Executive (Japanese)

• 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 in Japanese to English and vice versa. • Perform report and minutes writing in Japanese and/or English.
Prior experience in call-centre 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 organizational skills. Meticulous team player with a results-driven personality. Proficient in MS Office. Exposure in 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 analyse information accurately with appropriate speed and guidelines. Those without relevant experience (possess interest in customer service or gaming) may be considered as well. AWS, monthly birthday celebration, medicial expenses
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