Video Game Customer Support Specialist for Multinational Brand
2 semanas atrás
Sitel is a leading provider of customer experience (CX) services.
Job OverviewWe are seeking a highly skilled and experienced Video Game Customer Support Specialist to join our team in Portugal. This role involves providing top-notch support to customers, ensuring their issues are resolved efficiently and effectively.
Job DescriptionAs a Video Game Customer Support Specialist, your primary responsibilities will include:
- Handling customer inquiries and resolving technical issues related to video game consoles and software;
- Complying with company policies and procedures to meet statutory, quality, and business requirements;
- Conducting thorough investigations into escalated cases and gathering relevant information from multiple sources;
- Communicating with customers via phone, email, or chat to understand their concerns and deliver resolutions in a timely and professional manner;
- Making informed decisions and recommendations based on company policies, product knowledge, and customer needs;
- Managing escalations effectively, prioritizing urgent cases, and escalating to higher levels of management or technical support teams when necessary;
- Maintaining accuracy and detailed records of escalated cases, including descriptions of the issues reported, actions taken, and resolutions provided;
- 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;
- Providing guidance, training, and support to front-line customer service representatives on handling complex issues and escalating cases appropriately;
- Monitoring and controlling numerous concurrent tasks in tandem;
- Proactively working to meet targets and goals.
To succeed in this role, you will need to have:
- A native or proficient level of Italian (C2);
- An advanced level of English (C1);
- Previous experience in customer services or escalation support roles, preferably within the gaming industry or tech support environment;
- Excellent listening, communication, and interpersonal skills in supported languages;
- Patience, empathy, and resilience in handling challenging customer situations;
- Brand Ambassador skills and a passion for gaming;
- Ability to work independently and collaboratively in a fast-paced environment;
- Strong problem-solving skills and ability to analyze complex technical issues;
- Commitment to continuous learning and professional development in customer service and gaming industry trends;
- Able to follow guidelines and instructions;
- Good knowledge of client procedures for dealing with customer complaints/inquiries/issues;
- Proficiency in using customer relationship management (CRM) software, ticketing systems, and other relevant tools;
- Previous experience with creation of online help resources;
- Dependable, reliable, and able to perform duties with minimum supervision.
We offer a competitive salary of €35,000 - €45,000 per year, depending on experience, plus relocation package, paid professional training, employee discounts, private healthcare & dental insurance, growth opportunities through various development programs, fun and engaging company-wide initiatives, job stability, life-long skills and experience, and an excellent work culture.
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