.Dutch Back Office Advisor for a Video Game Brand - Porto, Portugal Porto, Portugal, PT Come and work with us. Do you want to be part of a team whose motto is Play Has No Limits? Are you Dutch native or fluent with strong English communication 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 Advisor in 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 objectives. Be a first point of contact for resolving escalated customer inquiries, complaints, and technical issues related to hardware, software, subscriptions, and online services. Conduct thorough investigations into escalated cases, gathering relevant information from multiple sources, analyzing data and identifying root causes to determine appropriate solutions. Communicate 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 manner. Make informed decisions and recommendations based on company policies, product knowledge, and customer needs, balancing business objectives with customer satisfaction. Manage escalations effectively, prioritizing urgent cases, escalating to higher levels of management or technical support teams when necessary and ensuring resolution within established timelines. Maintain 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 requirements. Identify recurring issues or trends in escalated cases and collaborate with relevant teams to implement process improvements, update knowledge bases and enhance customer support procedures. Conduct regular reviews and audits of escalated cases to ensure compliance with company standards, service level agreements, and regulatory requirements. Provide guidance, training, and support to front-line customer service representatives on handling complex issues and escalating cases appropriately. Complete daily tasks as allocated in an efficient and timely manner. Monitor and control numerous concurrent tasks in tandem. Proactively and independently work to meet targets and goals. To succeed in the role, you will need to have: Native or Proficient level of Dutch (C2). Advanced level of English (C1). Previous experience in customer services or escalation support role, preferably within the gaming industry or tech support environment. Excellent listening, communication, and interpersonal skills in supported languages, interacting professionally with customers, colleagues, and technical support teams
