Customer Service Representative for a Gaming Brand

1 semana atrás

Lisboa, Lisboa, Portugal Sitel Tempo inteiro

About the Role



We are seeking a highly skilled customer service representative to join our team in a multicultural gaming environment.





  • As a customer service representative, 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.

  • Comply with the company's policies and procedures to meet statutory, quality, and business requirements within the overall strategy and objectives.

  • 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.

  • 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.



Requirements





  • Native or Proficient level of French (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 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

What We Offer





  • 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

Join Our Team



We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

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