German Back Office Advisor for a Video Game Brand

Há 5 dias

Porto, Portugal Foundever™ Tempo inteiro
Come and work with us.

 

Do you want to be part of a team whose motto is Play Has No Limits?
Are you German native or fluent with strong English communication skills? 
Looking to make your career in a multicultural environment? 
So we have the perfect opportunity for you

 

Our client is a world market leader gaming brand of home video game consoles and production company.

 

As a Back Office Advisor in this project, your daily responsibilities will include:

 

  • Comply with the company’s 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

 

To succeed in the role, you will need to have:
  • 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 enthusiastic and a 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

 

Benefits.

 

  • 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

 

Go further with Foundever™

 

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

 

Apply today 

 

 

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