Come and work with us.
Do you want to be part of a team whose motto is Play Has No Limits?
Are you German 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, 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 German (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 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 (Work on site)
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