愛爾蘭商熠文有限公司台灣分公司

**Language tests are required before an interview** Established over 20 years ago, Keywords Player Engagement is one of Keywords Studios' fastest-growing Service Lines, dedicated to offering the best customer service in the video games industry. We are pioneers and leaders, always looking to allow equally awesome people a way into the premier international space of gaming companies and publishers. We help the world's greatest game development studios provide technical assistance to their players, while they work hard to develop stunning game experiences, including MMOs, AAA blockbusters, indie gems and mobile hits. We're currently looking for eager and enthusiastic Mandarin-speaking Player Engagement Agents, with native Chinese skills and business Japanese fluency. What you'll be doing: * Provide superb customer support experience to players, assisting them with issues they encounter and tackling game-related questions. * Use your investigative skills and troubleshoot players' queries via a ticketing system * Support players through e-mail and/or chat box. You will not take any phone calls * Collaboration is key - take initiative by assisting internal teams with project-related requests. Enjoy continuous interaction with the client's development team. You might be the voice of the product, but you're also their ear on the ground. * Lots of us at Keywords live and breathe video games. But even if you don't, there's plenty of time to become a master of the product you are supporting. What we are looking for: * Chinese mastery, with an emphasis on written communication skills. * Keywords is an international and multilingual company, so English is often our common language for global communication. We hope candidates feel comfortable reading English when needed. * You know your way around either MS Office or Google Suite apps. * Previous experience in customer service (remote or on-site/retail) is a plus but not essential, as full training will be provided. * Availability to work 40 hours, 5 days a week, which may include weekend-days (Saturday and Sunday), and shift rotation of 8-hrs between 8am to 10pm. Opportunities: * An insider's view into the gaming industry, with lots of growth potential. * We're proud of our friendly and inclusive atmosphere.

As the Project Manager, you will consistently meet or exceed client expectations by ensuring exceptional service, quality, and cost efficiency on every project. Working with clients, colleagues across different accounts and a broad spectrum of resources, you are expected to develop and grow those relationships whilst achieving/exceeding the expected margins by providing creative, technical, and business solutions. The PM is expected to manage projects of different sizes, genres and platforms and ensure their profitability, quality and on time delivery within the timeframe agreed with the client. They will be reporting to the relevant Senior Production Manager, responsible for assigned client deliverables and will partner with Portfolio Directors, Senior Production Managers & Project Manager peers to ensure the successful completion of client deliverables & outcomes (on time/on budget/first time right). Responsibilities: Project Management *Work on projects, depending on workload and on the team's needs. Estimate and plan projects from start to finish, with built-in contingencies. *Work with the Senior Production Manager and global team to ensure that the project's specific workflows and technical processes are well documented and regularly updated. *Lead project planning process and "kick-off" meetings and ongoing project-related meetings, as needed. *Work closely with Solutions Team, the Senior Production Manager, and the client directly to understand the scope and requirements of each project. *Advise clients on best practices and agree on project processes and timelines. *Monitor and coordinate project processes (pre-and post-production plan, postmortems, resources, QA plan, risk mitigation plans, CAPAs etc.) and collaborate with the teams in charge of those different areas of expertise. *Align with Global Resource Management Team on the projects' resourcing in order to ensure that projects are resourced, perform according to the project instructions, client expectations, the company's procedures and within target's project margins. *Oversee the project schedule, making sure that all parties deliver according to project schedule and company's standards. *Continuously manage and adapt the work plan and resources required in consultation and agreement with the client and the rest of global team. *Work with the company's stakeholders to determine workflow and best processes to maximize productivity and minimize costs. Communication *Follow the development of the project daily through a quick and efficient communication with the client, receiving and following up on issues, changes in specifications, deadlines, or any other kind of related matters to the project. *Liaise with external vendors and internal resources involved in own projects, keeping a relationship tending to go beyond a simple supplier-customer relation with the aim of getting vendor's members involved and an important part of the whole creative localization process. *Keep a constant and open dialogue with the other PMs across accounts, building good working relationships with all the global team members. *Make independent decisions on work methods to be used on projects, while liaising with the global teams and Senior Production Managers and following established standards and procedures defined by the company and the clients. *Communicate regularly and professionally with clients, liaising with them to understand their goals and expectations and anticipating/addressing client needs and concerns to prevent issues. *Escalate and investigate with the Senior Production Managers and corresponding stakeholders any complaints or potential risks to the performance of a project according to KWS standards. *Proactively contribute to process and tool improvement initiatives at all levels (internal or client-facing, local or international). ---continuing below under Other---

**English Resume is required for interview consideration** Keywords Player Engagement is a fast-growing service line of the Keywords Studios company that offers customer service positions in the exciting gaming industry! Pioneers & Leaders for over 20 years, we have been the premier international provider of services for companies that publish and develop MMOs, virtual worlds, social games, casual games, mobile games, and transmedia content. We also provide services to online payment and virtual goods providers. Due to our continued growth, we are looking for a creative, proactive, and experienced "Customer Support Shift Lead" ready to join our awesome team! Role overview As a Shift Lead, you will be responsible for the smooth and effective operations during your shift. You'll troubleshoot technical issues with IT, offer assistance and coaching to new team members, and bridge the gap between agents and Team Leads. Your goal is to provide immediate assistance, direction and feedback to the team, contributing to the overall success of the project. What are we looking for? Our PS Shift Lead has a knack for the following skills Leadership: • Oversee agents' daily performance, ensuring effective feedback. • Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment. • Support training, coaching, and inquiries for both new and existing team members. • Execute QC tasks, resolve technical issues, maintain equipment, and ensure safety standards. Communication: • Serve as a liaison between clients and the Keywords team, addressing complex issues. • Disseminate project details clearly to agents, ensuring current and accurate information. • Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment. Analytics • Conduct ongoing audits on macros and knowledge base materials. • Handle mass responses when necessary. • Good time/project management skills (plan recurring work, pick the right priorities). • Understanding quality (accuracy, correctness, empathy, balance with productivity). • Knowing what makes a good ticket. Business: • Adapt priorities based on project queue volume changes to align with client needs. • Complete daily tasks, including ticket management. • Knowledge of advanced functionalities of CRM tools is an asset; You are an ideal candidate for this position if you have: • Excellent English and Mandarin Chinese skills; • Leadership expertise – ability to interpret trends, spot hot issues, summarize, provide basic project suggestions; • Leading by example and conflict management skills; • Excellent communication skills; • Ability to read analytics and metric data. Advanced knowledge of Excel/Google Spreadsheet is a plus; • Ability to work under pressure in a fast-paced environment with flexibility, proactivity.

Do you want to be part of a leading international technical service provider to the global Video Gaming and Media Industries with studios in Asia, Europe, North and South America? Keywords Studios is the leading provider of creative and technical services to over 950 clients, including major AAA developers and publishers such as Microsoft, Bandai Namco, and PlayStation. With a global network of 75+ studios, we co-develop games and provide comprehensive support across all aspects of game development including Localization, QA, Audio Services, Art Production, Game Development, Player Engagement, Marketing services, Media & Entertainment, and more! Our teams bring the visions of industry leaders to life, whether enhancing iconic franchises or building new projects from the ground up. We are seeking Subtitling Project Managers to join our Media & Entertainment division. In this role, you will collaborate closely with client tools, workflows, and teams to ensure seamless management of multilingual localization projects. The ideal candidate will excel in file delivery management, overseeing the hand-off and delivery of multiple projects of varying scales, all while meeting client-agreed timelines. If you thrive in a fast-paced environment and have a passion for delivering exceptional localization solutions, we'd love to hear from you! Role Responsibilities • Lead and manage the full life-cycle of subtitling projects, from planning and scheduling to execution and delivery. • Coordinate with localization specialists to ensure all projects meet deadlines and quality benchmarks. • Monitor and track project progress, providing regular updates to stakeholders and identifying any risks or bottlenecks. • Develop and implement processes and workflows that optimize efficiency and maintain the highest standards for subtitling quality. • Manage relationships with clients and external vendors, collaborate with internal teams, such as colleagues in different offices, to align on project needs and resolve issues. • Ensure subtitling follows region-specific guidelines and adheres to cultural sensitivities, compliance laws, and industry best practices. • Stay updated on industry trends, emerging technologies, and innovations in subtitling and localization. • Report on KPIs and project metrics to upper management, proposing solutions for continuous improvement. Requirements • Bachelor's degree in Film, Media Studies, Linguistics, or a related field; advanced degrees are a plus. • 5+ years of experience in localization, translation, or media production, with a strong focus on subtitling. • Proven experience managing complex, large-scale projects with tight deadlines. • Strong understanding of subtitling software (OOONA, EZtitles), technologies, and file formats. • Knowledge of multiple languages is an advantage, but not required. • Excellent organizational, time-management, and multitasking skills. • Strong communication and interpersonal skills, with the ability to work effectively with diverse teams. • Analytical mindset with the ability to interpret project data and suggest process improvements. • Proficiency with project management tools (e.g., OOONA) and tracking systems. • Experience managing vendor relationships and negotiation.