Player Engagement Agent, German/English

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Keywords Studios

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Keywords Studios is the #1 global games services provider, offering an end-to-end platform supercharged by technology. They deliver technical and creative solutions to the global video games industry, with services including game development, art services, audio development, QA testing, localization, marketing services, and player engagement. Keywords Studios also works on accessibility services, content globalization, and advanced AI & technology solutions. Founded on decades of experience, they are committed to responsible business practices and provide industry-wide insights for unparalleled experiences to audiences around the world.

📋 Description

• Serve as the link between clients and the gaming community • Investigate and provide prompt, high-quality responses to players’ questions • Deliver customer support through ticketing, email, or chat • Assist internal teams with project-related requests • Gather and deliver player feedback according to established procedures • Provide translations when required • Maintain accurate and detailed reports • Escalate issues promptly according to established procedures • Customize macros and contribute to the knowledge base • Support quality standards through the QC process • Participate in training sessions • Manage time effectively to meet players’ needs • Build gameplay knowledge of assigned products • Complete online German and English assessment during recruitment

🎯 Requirements

• C1-C2 level German proficiency • English proficiency at B2 level or higher • Excellent communication skills • Flexibility to adapt to different situations and player needs • Accountability and reliability in handling player inquiries and issues • Proactivity in identifying and addressing player concerns • Proficiency in navigating knowledge bases • Basic troubleshooting skills • Availability for full-time work, including Saturdays and Sundays • Familiarity with Helpshift, Zendesk, or other CRM tools • Knowledge of macro customization • Experience with MS Office or Google Suite applications • Previous customer service experience is a plus • Knowledge of community platforms such as Discord or Slack is an asset • Passion for video games is a plus, not required

🏖️ Benefits

• Remote work with necessary equipment provided, including a computer, keyboard, headset and mouse • Option to visit the office at the Global Office Park in Katowice • Private medical care option • My Benefit system • Multisport card • Subsidy for glasses • Employee Assistance Program with personal, legal and financial counselling services • Professional development opportunities, including an online learning platform and training sessions • Open vacancies exclusively for internal candidates • Employee referral program with a prize for successful referrals • Opportunity to gain experience collaborating with people from all over the world • Fully online and remote recruitment process