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French Back Office Advisor for a Video Game Brand - Portugal, Lisbon
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Client:
Sitel
Location:
Lisbon, Portugal
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
ec21182ffe5a
Job Views:
4
Posted:
01.06.2025
Expiry Date:
16.07.2025
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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 Frenchnative 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 French(C2)
- Advancedlevel 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 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
- 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
- Must hold EU citizenship or valid work permit
- Be a local candidate or willing to relocate to Portugal
- Signing bonus
- Relocation package
- Competitive wages
- Paid professional training
- 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
Go further with Foundever
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
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