Italian Back Office Advisor for a Video Game Brand
2 semanas atrás
Are you an Italian native or fluent in English with strong communication skills? Do you want to work in a multicultural environment with a team that values diversity and inclusivity? We have an exciting opportunity for you
About the Role:As a Back Office Advisor, you will be the first point of contact for resolving escalated customer inquiries, complaints, and technical issues related to hardware, software, subscriptions, and online services. Your daily responsibilities will include:
- Complying with company policies and procedures to meet statutory, quality, and business requirements.
- Investigating escalated cases, gathering relevant information, analyzing data, and identifying root causes to determine appropriate solutions.
- Communicating with customers via phone, email, and chat to understand their concerns, provide updates on the status of their cases, and deliver resolutions in a timely and professional manner.
- Making informed decisions and recommendations based on company policies, product knowledge, and customer needs, balancing business objectives with customer satisfaction.
- Managing escalations effectively, prioritizing urgent cases, escalating to higher levels of management or technical support teams when necessary, and ensuring resolution within established timelines.
- Maintaining 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.
- Identifying recurring issues or trends in escalated cases and collaborating with relevant teams to implement process improvements, update knowledge bases, and enhance customer support procedures.
- Conducting regular reviews and audits of escalated cases to ensure compliance with company standards, service level agreements, and regulatory requirements.
- Providing guidance, training, and support to front-line customer service representatives on handling complex issues and escalating cases appropriately.
To succeed in this role, you will need to have:
- Native or Proficient level of Italian (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.
We are an equal opportunities employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional customer service and working in a dynamic environment, please submit your application.
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