col-wideJob Description:
Come and work with us.
Do you want to be part of a team whose motto is Play Has No Limits?
Are youGermannative or fluent with strongEnglishcommunication skills?
Looking to make your career in a multicultural environment?
So we have the perfect opportunity for you!
Ourclientis a world market leader gaming brand of home video game consoles and production company.
As aBack 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 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 ofGerman(C2)
Advanced level ofEnglish(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
Patience, empathy and resilience in handling challenging customer situations with professionalism and empathy
Brand Ambassador, gaming enthusiastic and a community advocate
Ability to work independently and collaboratively in a fast-paced environment, adapting to changing priorities and deadlines
Strong problem-solving skills, with the ability to analyze complex technical issues, troubleshoot hardware and software problems and identify solutions
Commitment to continuous learning and professional development in the field of customer service, gaming industry trends and technical support best practices
Able to follow guidelines and instructions
Ability to keep calm and clear-headed in critical situations, demonstrating confidence when imparting information or dealing with troubled callers
Good knowledge of client's procedures for dealing with customer complaints/inquiries/issues
Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
Proficiency in using customer relationship management (CRM) software, ticketing systems, and other relevant tools
Previous, demonstrable experience with creation of online help resources
Experience with policy work, or help resource project management
Attention to detail troubleshooting skills
Makes the customers feel confident that their needs are being met
Dependable, reliable and able to perform duties with minimum supervision
Preferable college degree or related work experience
Computer literate
Must hold EU citizenship or valid work permit
Be a local candidate or willing to relocate to Portugal
Benefits.
Signing bonus
Relocation package
Competitive wages
Paid professional training
Employee discounts
Private healthcare & dental insurance (after six months of employment)
Growth opportunities through various development programs
Fun and engaging company-wide initiatives, including our EverBetter wellness program
Job stability
Life-long skills and experience
Excellent work culture
Go further with Foundever™
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
