Polish Customer Support Representative for Gaming Industry
4 semanas atrás
About the Role:
As a Back Office Advisor at Sitel Corp., you will be responsible for providing exceptional customer service and support to our clients in the gaming industry. Your primary focus will be on resolving escalated customer inquiries, complaints, and technical issues related to hardware, software, subscriptions, and online services.
Key Responsibilities:
- Comply with company 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.
Requirements:
Native or Proficient level of Polish (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 enthusiast, and a community advocate.
Able 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.
What We Offer:
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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