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German Back Office Advisor for a Video Game Brand - Portugal

Foundever
Internship
On-site
Lisbon, Portugal

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

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