Japanese Player Support Advocate

May 27, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Part time
Working type:N/A
Ref info:N/A

Title : Player Support Advocate

Location : Remote Working From Home in Portugal

Line of Business: Player Support

Familiarisation/Training: Fully Paid

Languages Required : English + one of the following, French, Italian, German, Spanish, Brazilian Portuguese, Russian, Polish, Japanese, Chinese or Dutch. Please find the correct vacancy for your language on our careers page, and apply online.


As one of our Player Support Advocates, you will be an ambassador for our brand and your role will be to provide world-class support to gamers and loyal customers. You should be passionate about customer service, confidently calm, technically minded, and have a pro-active and positive "can do" attitude. Whilst working with a global operation across multiple languages, your goal will be to make the customer journey seamless and positive. You are provided with full training and ongoing support with the opportunity to progress through levels to become either a Tier 2 Advocate, Language Specialist, Coach, Team Manager, Subject Matter Expert, or even a Game Master! You would be communicating in the language you are applying for, and English.

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, 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 be trained and expected to communicate with customers via telephone (call backs for example).
  • You will communicate effectively while working within a dynamic team structure with individual and shared team objectives, as it is your responsibility as a team member to ensure the best customer care experience is given to all customers.
  • Maintaining a world class, dedicated service, focused on exceptional responses and excellent, outstanding quality.
  • Working with your colleagues across the wider global customer community to identify any trends in any customer queries.
  • Although you may be working anywhere in the World, all candidates will generally work UK hours and shift patterns.
  • Requirements

    What we're looking for:

  • Fluency in the language you are applying for & English, particularly reading & writing.

  • Excellent attention to detail, strong communication skills, and knowledge of Computers.

  • Self-motivated, a proactive attitude with the ability to work productively and collaboratively within a multilingual team.
  • A logical, methodical approach with good analytical and problem-solving skills.
  • Excellent observation and attention to detail skills with patience, perseverance, and good concentration.
  • Experience in playing consoles and or PC gaming advantageous.
  • 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 multitask, 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.
  • PC requirements:

  • An internet speed minimum of 10 Mb/s download internationally.
  • A minimum of 4 GB RAM memory.
  • Your computer should run at least a 64-bit version of Windows 8 or newer or a recently released version of macOS.
  • An i5 processor (2,4 GHz or faster), or better/ similar, max. 3 years old.
  • A screen with at least a 1080p Full HD display. External monitors are acceptable.
  • Mobile or tablet device with at least Android 9 or iOS 15 or newer
  • Your own Webcam, Headset and Laptop/PC.
  • Your own separate and private working area with comfortable table & chair.
  • Applicants Requirements:

  • All candidates must have the legal right to work in Portugal
  • All candidates will work remotely from home,
  • All candidates will be required to pass an online language and skills test, including a final competency based live interview.
  • Familiarisation/Training:

  • All candidates whether full or part time will complete a mandatory online paid familiarisation course to ensure you have the necessary skills and knowledge to do your role, running between Monday to Friday 0800-1800 UK. Thereafter you will work on your given shift pattern and have access to continued support.
  • We are building our talent pool for this language and will communicate start dates when roles become available but are looking at July 2023 onwards.
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