Come and work with us!
Do you want to be part of a team whose motto is Play Has No Limits? Are you a 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.
About the Company: A world market leader in the gaming industry, known for home video game consoles and production.
The Role:
As a Back Office Advisor, you will be the first point of contact for resolving escalated customer inquiries and technical issues related to hardware, software, subscriptions, and online services.
Job Responsibilities:
- 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 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.
Requirements (What We’re Looking For):
- 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.
Benefits:
- Signing bonus
- 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!