Customer Support

The Bilingual Customer Service Agent for Japanese is responsible for maintaining positive relationships with our game players by helping them with speed, expertise, courtesy, and enthusiasm.  This includes a wide variety of gameplay needs, technical advice, account & billing requests, product information, and social networking.  Successful candidates will typically have a positive attitude, passion for gaming, analytical thinking, computer savvy, and experience in customer service contact centers.

Responsibilities

• Interact with our customers in all of our Japanese gaming environments to promote customer satisfaction
• Handle customer requests for our products and services:
  • Help with product information, account & billing requests, technical help, gameplay help
  • Help with social networking
• Maintain a working knowledge of our products and services
  • Standard console and PC products
  • Massively multiplayer online games
  • All current gaming platforms (mostly Xbox, PlayStation, Windows PCs)
• Contribute to record keeping & product knowledge base management

Requirements

• Native Japanese language ability; Business-level fluency in English
• Native knowledge of culture and business in Japan
• Customer service experience
  • Strong customer service ethic
  • Enthusiastic, positive, and professional attitude in all interactions
  • Experience with contact center environments
• Ability to work flexible shifts (including some nights, weekends, holidays when products require it)
• Able to quickly adapt and multi-task in a busy environment

• Self-starter who works well alone but also experience working within team

• Professional communications and documentation skills
• Strong troubleshooting, analytical, and collaboration skills
• Familiarity with computer hardware and consumer electronics for gaming
• Familiarity with computer operating systems
• Experience with productivity software including Microsoft Office
• Knowledge and passion for massively multiplayer online games and online environments

Desired Skills

• Previous customer service, community management, or public relations experience
• Knowledge and passion for massively multiplayer online games
• Bachelor’s degree or equivalent experience
• Experience working within an international company
• Experience in entertainment software industry
• Experience dealing with external business partners

ZeniMax Online Studios is looking for experienced and inspirational Customer Support Supervisor for our global Customer Support Team. This is a full-time position at our offices in Hunt Valley, MD and as such all candidates should already be eligible to work within the US. We offer a fun, exciting and challenging environment in one of the most energizing organizations in the MMO space.

Responsibilities:

• Lead, coach and motivate a team of Customer Support Agents to deliver outstanding customer service experiences
• Stand accountable for your team’s performance against department KPIs and continuously review and improve the quality of service delivered by your team.
• Manage expectations and individual development plans and provide regular updates on your team’s talent development
• Respond to escalations of highly complex, sensitive and/or customer well-being related nature in a professional and timely manner
• Ensure that your team understand operational KPIs and their individual targets
• Manage your team’s performance to meet or exceed department SLAs and other departmental goals
• Coach and develop Customer Support Representatives to deliver qualitative and quantitative targets
• Ensure Customer Support Representatives are empowered with the knowledge and skills or coached to deliver first time resolution with all contacts
• Practice leadership by example especially in regards to open, honest communication, dedication to provide excellent high-quality customer service, self-motivation and team work
• Coordinate employees time off requests as well as overall team attendance and adherence
• Work with CS Management to coordinate accurate and complete documentation regarding any coaching efforts for all team members
• Build and maintain a strong knowledge of Customer Support’s processes and work instructions
• Perform other duties as assigned by supervisor

Requirements:

• Possess superior troubleshooting skills
• Are able to work flexible shifts as required in a 24/7/365 environment including nights, weekends, and rotating holidays
• Have a proven track record of building highly efficient customer service teams
• Are enthusiastic about providing outstanding customer service and ability to maintain a positive and professional attitude in all interactions
• Have a working knowledge of Microsoft Office applications, particularly Outlook, Excel and Word

• Have a minimum of 4 years of customer service and 2 years of CS management / leadership experience in a contact center environment
• Are detail oriented with excellent organizational skills
• Have excellent written and verbal communication skill in English
• Have a passion for PC / video games

Desired Skills

• Fluency in additional languages, spoken or written