Japanese Speaker | Videogame Player Support Advocate

This is a on-site (non-remote) position to work from 8am to 5pm, in our office in Braga, Portugal. As Player Support Advocate, you will provide world-class support to gamers and loyal customers. You should be passionate about customer service and have a positive "get it done" attitude, with the goal of making the customer journey seamless and positive.

What you’ll be doing

• Ensuring customers' queries are answered with the aim of a first-time resolution and ensuring that all responses are provided with excellent attention to detail, care, and professionalism.
• Ensuring queries are responded to within our agreed response times and that all customer communications are dealt with to provide solutions as a priority whilst protecting confidentiality.
• Resolving all technical issues raised by customers, particularly via live chat both in English and in Japanese, by carrying out fault finding analysis and offering appropriate solutions that resolve the customers issue. Although the majority of the role is based on non-voice communications, you will also be trained and expected to communicate with customers via calls.
• It is your responsibility as a team member to ensure the best customer care experience is given to all customers.
• Working with your colleagues across the wider global customer service community to identify any trends in any customer queries.

Requirements

What we’re looking for

• Fluency in Japanese & English, particularly reading & writing.
• Excellent attention to detail, strong communication skills, and knowledge of computers and videogames.
• Self-motivated, proactive attitude with the ability to work productively and collaboratively within a multilingual team.
• Logical, methodical approach with good analytical and problem-solving skills.
• Experience playing consoles and/or PC gaming.
• Be comfortable discussing technical faults/issues relating to game consoles/PCs.
• Experience of someone IT literate, with a tech-savvy mind, or coming from a Customer Service, Technical IT /PC support background is advantageous, although we provide excellent training and on-going support.
• Our Advocates must be able to multi-task, be comfortable taking multiple chats, emails and calls per hour, ensuring an amazing-accurate service is provided 100% of the time.
• All candidates should possess a desire to help, support and provide the best customer experience possible.

Applicants Requirements:

• Candidates must have the Right To Work (Citizenship or a Working VISA) in Portugal.

Benefits

What we offer:

• Dynamic, multicultural and fun environment.

• You will be working for the world's leading provider of videogame services.
• A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability.
• We care about the wellbeing of our employees and have a dedicated employee wellbeing program.
• We empower our people and offer regular progression opportunities to ensure our employees flourish.

PTW a leading games services company with 40+ studios in 13 countries worldwide. Our range of services includes art and audio production, game development, quality assurance, player support, community management, localization, localization QA, voice production, and data collection.

We’re part of a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer’s experience as perfect as possible. For 30+ years, PTW has been providing industry-leading services to every part of the globe. From our humble beginnings as a single office in Japan in 1994, we’ve become a global force with offices in 4 continents. The PTW family of brands includes PTW International , 1518 Studios , SIDE , entalize and OR Esports . Visit our websites for more info.