Come and work with us.
Do you want to be part of a team whose motto is Play Has No Limits?
Are you French 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:
1. Comply with the company's policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives
2. Be a first point of contact for resolving escalated customer inquiries, complaints, and technical issues related to hardware, software, subscriptions and online services
3. Conduct thorough investigations into escalated cases, gathering relevant information from multiple sources, analyzing data and identifying root causes to determine appropriate solutions
4. 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
5. Make informed decisions and recommendations based on company policies, product knowledge and customer needs, balancing business objectives with customer satisfaction
6. Manage escalations effectively, prioritizing urgent cases, escalating to higher levels of management or technical support teams when necessary and ensuring resolution within established timelines
7. 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
8. 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
9. Conduct regular reviews and audits of escalated cases to ensure compliance with company standards, service level agreements and regulatory requirements
10. Provide guidance, training, and support to front-line customer service representatives on handling complex issues and escalating cases appropriately
11. Complete daily tasks as allocated in an efficient and timely manner
12. Monitor and control numerous concurrent tasks in tandem
13. Proactively and independently work to meet targets and goals
To succeed in the role, you will need to have:
14. Native or Proficient level of French (C2)
15. Advanced level of English (C1)
16. Previous experience in customer services or escalation support role, preferably within the gaming industry or tech support environment
17. Excellent listening, communication and interpersonal skills in supported languages, interacting professionally with customers, colleagues and technical support teams
18. Patience, empathy and resilience in handling challenging customer situations with professionalism and empathy
19. Brand Ambassador, gaming enthusiastic and a community advocate
20. Ability to work independently and collaboratively in a fast-paced environment, adapting to changing priorities and deadlines
21. Strong problem-solving skills, with the ability to analyze complex technical issues, troubleshoot hardware and software problems and identify solutions
22. Commitment to continuous learning and professional development in the field of customer service, gaming industry trends and technical support best practices
23. Able to follow guidelines and instructions
24. Ability to keep calm and clear-headed in critical situations, demonstrating confidence when imparting information or dealing with troubled callers
25. Good knowledge of client's procedures for dealing with customer complaints/inquiries/issues
26. Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
27. Proficiency in using customer relationship management (CRM) software, ticketing systems, and other relevant tools
28. Previous, demonstrable experience with creation of online help resources
29. Experience with policy work, or help resource project management
30. Attention to detail troubleshooting skills
31. Makes the customers feel confident that their needs are being met
32. Dependable, reliable and able to perform duties with minimum supervision
33. Preferable college degree or related work experience
34. Computer literate
35. Must hold EU citizenship or valid work permit
36. Be a local candidate or willing to relocate to Portugal
Benefits.
37. Signing bonus
38. Relocation package
39. Competitive wages
40. Paid professional training
41. Employee discounts
42. Private healthcare & dental insurance (after six months of employment)
43. Growth opportunities through various development programs
44. Fun and engaging company-wide initiatives, including our EverBetter wellness program
45. Job stability
46. Life-long skills and experience
47. 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.