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Bilingual Player Engagement Agent

Keywords Studios (Player Support)

Mexico City, Mexico (Remote)

Bilingual Player Engagement Agent

1 Hour ago • All levels • Operations • Undisclosed

About the job

2 skills required for this role

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communication

talent-acquisition

Job Description

The Bilingual Player Engagement Agent is responsible for providing excellent customer support to players of the Episode game. This role involves communicating with players via chat, email, and tickets to resolve issues such as lost accounts or questions regarding game details. The agent will investigate and resolve player inquiries promptly, escalating issues as needed. They will also collaborate with internal teams on projects and ensure smooth workflow. Strong communication skills, flexibility, accountability, and familiarity with Episode and its community values are essential. Experience with content moderation or curation is beneficial. The role requires multitasking, excellent customer service skills, and the ability to actively listen and follow instructions.

Must have:

Expert English reading comprehension
Excellent customer support
Prompt issue resolution (tickets, email, chat)
Effective communication skills
Adaptability and reliability
Familiarity with Episode and community values

Good to have:

Experience with content moderation/curation
Ability to multi-task

Description

POSITION SUMMARY:

Player Engagement communicates with with players and solves their problems, such as lost accounts or questions regarding details, and provides excellent customer service (through chats, emails and tickets).

Requirements

Expert reading and comprehension skills in English
Deliver excellent customer support to players.
Investigate and resolve player inquiries promptly through ticketing, email, or chat.
Assist internal teams with project-related requests, ensuring smooth collaboration
Ensure prompt escalation of issues following established procedures.
Excellent communication skills for effective player support.
Flexibility to adapt to various situations and player needs.
Accountability and reliability in handling player inquiries and issues.
Good familiarity with Episode and understanding of player community values
Experience with content moderation and/or curation
Ability to multi-task.
Excellent customer service skills
Ability to actively listen to instructions and execute tasks communicated.
Full-time availability

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