Danish Back Office Advisor for a Video Game Brand - PortugalDo you want to be part of a team whose motto is Play Has No Limits?Are you Danishnative or fluent with strong Englishcommunication skills?Looking to make your career in a multicultural environment?So we have the perfect opportunity for you!Our client is a world market leader gaming brand of home video game consoles and production company.As a Back Office Advisorin this project, your daily responsibilities will include:Comply with the company's policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectivesBe a first point of contact for resolving escalated customer inquiries, complaints, and technical issues related to hardware, software, subscriptions and online servicesConduct thorough investigations into escalated cases, gathering relevant information from multiple sources, analyzing data and identifying root causes to determine appropriate solutionsCommunicate with customers via phone, email, chat to understand their concerns, provide updates on the status of their cases and deliver resolutions in a timely and professional mannerMake informed decisions and recommendations based on company policies, product knowledge and customer needs, balancing business objectives with customer satisfactionManage escalations effectively, prioritizing urgent cases, escalating to higher levels of management or technical support teams when necessary and ensuring resolution within established timelinesMaintain accuracy and detailed records of escalated cases, including descriptions of the issues reported, actions taken and resolutions provided, in accordance with company policies and regulatory requirementsIdentify recurring issues or trends in escalated cases and collaborate with relevant teams to implement process improvements, update knowledge bases and enhance customer support proceduresConduct regular reviews and audits of escalated cases to ensure compliance with company standards, service level agreements and regulatory requirementsProvide guidance, training, and support to front-line customer service representatives on handling complex issues and escalating cases appropriatelyComplete daily tasks as allocated in an efficient and timely mannerMonitor and control numerous concurrent tasks in tandemProactively and independently work to meet targets and goals
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