Description Do you want to be part of a team whose motto is Play Has No Limits?Are you Polish 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 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 manner Make 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 To succeed in the role, you will need to have:Native or Proficient level of Polish (C2)Advanced level of English (C1)Previous experience in customer services or escalation support role, preferably within the gaming industry or tech support environmentExcellent listening, communication and interpersonal skills in supported languages, interacting professionally with customers, colleagues and technical support teamsPatience, empathy and resilience in handling challenging customer situations with professionalism and empathyBrand Ambassador, gaming enthusiastic and a community advocateAbility to work independently and collaboratively in a fast-paced environment, adapting to changing priorities and deadlinesStrong problem-solving skills, with the ability to analyze complex technical issues, troubleshoot hardware and software problems and identify solutionsCommitment to continuous learning and professional development in the field of customer service, gaming industry trends and technical support best practicesAble to follow guidelines and instructionsAbility to keep calm and clear-headed in critical situations, demonstrating confidence when imparting information or dealing with troubled callersGood knowledge of client's procedures for dealing with customer complaints/inquiries/issuesKnowledge 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 resourcesExperience with policy work, or help resource project managementAttention to detail troubleshooting skillsMakes the customers feel confident that their needs are being metDependable, reliable and able to perform duties with minimum supervisionPreferable college degree or related work experienceComputer literateMust hold EU citizenship or valid work permitBe a local candidate or willing to relocate to Portugal Benefits. Competitive wagesPaid professional trainingEmployee discountsPrivate healthcare & dental insurance (after six months of employment)Growth opportunities through various development programsFun and engaging company-wide initiatives, including our EverBetter wellness programJob stabilityLife-long skills and experienceExcellent work culture Go further with Foundever We believe in memorable associate experiences.
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