German Back Office Advisor for a Video Game Brand

3 semanas atrás

Lisboa, Lisboa, Portugal Sitel Tempo inteiro
About the Role

We are seeking a highly skilled and experienced Back Office Advisor to join our team in Germany. As a Back Office Advisor, you will be responsible for providing exceptional customer support and resolving escalated customer inquiries, complaints, and technical issues related to our video game consoles 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.
  • 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 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 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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