German Back Office Advisor for a Video Game Brand - Lisbon, Portugal

<h2><b>Come and work with us.</b></h2> <p> </p> <p><b>Do you want to be part of a team whose motto is Play Has No Limits?</b><br/> Are you <b>German </b>native or fluent with strong <b>English </b>communication skills? <br/> Looking to make your career in a multicultural environment? <br/> <b>So we have the perfect opportunity for you</b>!</p> <p> </p> <p>Our <b>client</b> is a world market leader gaming brand of home video game consoles and production company.</p> <p> </p> <p>As a <b>Back Office Advisor </b>in this project, your daily responsibilities will include:</p> <p> </p> <ul> <li>Comply with the company’s policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives</li> <li>Be a first point of contact for resolving escalated customer inquiries, complaints, and technical issues related to hardware, software, subscriptions and online services</li> <li>Conduct thorough investigations into escalated cases, gathering relevant information from multiple sources, analyzing data and identifying root causes to determine appropriate solutions</li> <li>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 </li> <li>Make informed decisions and recommendations based on company policies, product knowledge and customer needs, balancing business objectives with customer satisfaction</li> <li>Manage escalations effectively, prioritizing urgent cases, escalating to higher levels of management or technical support teams when necessary and ensuring resolution within established timelines</li> <li>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</li> <li>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</li> <li>Conduct regular reviews and audits of escalated cases to ensure compliance with company standards, service level agreements and regulatory requirements</li> <li>Provide guidance, training, and support to front-line customer service representatives on handling complex issues and escalating cases appropriately</li> <li>Complete daily tasks as allocated in an efficient and timely manner</li> <li>Monitor and control numerous concurrent tasks in tandem</li> <li>Proactively and independently work to meet targets and goals</li> </ul> <p> </p> <h2>To succeed in the role, you will need to have:</h2> <ul> <li>Native or Proficient level of <b>German </b>(C2)</li> <li>Advanced level of <b>English </b>(C1)</li> <li>Previous experience in customer services or escalation support role, preferably within the gaming industry or tech support environment</li> <li>Excellent listening, communication and interpersonal skills in supported languages, interacting professionally with customers, colleagues and technical support teams</li> <li>Patience, empathy and resilience in handling challenging customer situations with professionalism and empathy</li> <li>Brand Ambassador, gaming enthusiastic and a community advocate</li> <li>Ability to work independently and collaboratively in a fast-paced environment, adapting to changing priorities and deadlines</li> <li>Strong problem-solving skills, with the ability to analyze complex technical issues, troubleshoot hardware and software problems and identify solutions</li> <li>Commitment to continuous learning and professional development in the field of customer service, gaming industry trends and technical support best practices</li> <li>Able to follow guidelines and instructions</li> <li>Ability to keep calm and clear-headed in critical situations, demonstrating confidence when imparting information or dealing with troubled callers</li> <li>Good knowledge of client’s procedures for dealing with customer complaints/inquiries/issues</li> <li>Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies </li> <li>Proficiency in using customer relationship management (CRM) software, ticketing systems, and other relevant tools </li> <li>Previous, demonstrable experience with creation of online help resources</li> <li>Experience with policy work, or help resource project management</li> <li>Attention to detail troubleshooting skills</li> <li>Makes the customers feel confident that their needs are being met</li> <li>Dependable, reliable and able to perform duties with minimum supervision</li> <li>Preferable college degree or related work experience</li> <li>Computer literate</li> <li><b>Must hold EU citizenship or valid work permit</b></li> <li><b>Be a local candidate or willing to relocate to Portugal (Work on site)</b></li> </ul> <p> </p>