Job Description:
Come and work with us. Do you want to be part of a team whose motto is Play Has No Limits?
Are you Italian 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, and 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 Italian (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.
Patience, empathy, and resilience in handling challenging customer situations with professionalism and empathy.
Brand Ambassador, gaming enthusiast, 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. 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.
Apply today!
Watch this video to get a sneak peek of the job in action.
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