Description
Title: Player Support Advocate
Language: French
Contract : 3-months, initially
Shift: Monday to Friday, 0900-1800
Start: ASAP
Overview
As one of our Player Support Advocates, you will be an ambassador for our
brand and your role will be to provide world-class support to gamers and loyal
customers. You should be passionate about customer service, confidently calm,
technically minded, and have a pro-active and positive "can do" attitude.
Whilst working with a global operation across multiple languages, your goal
will be to make the customer journey seamless and positive. You are provided
with full training and ongoing support with the opportunity to progress
through levels to become either a Language Specialist, Coach, Team Manager,
Subject Matter Expert, or even a Game Master! You would be communicating in
the language you are applying for, and English.
What you'll be doing:
Ensuring customers' queries are answered with the aim of a first-time
resolution and ensuring that all responses are provided with excellent
attention to detail, care, and professionalism.
Ensuring queries are responded to within our agreed response times and
that all customer communications are dealt with to provide solutions as a
priority whilst protecting confidentiality.
Resolving all technical issues raised by customers, particularly via live
chat, by carrying out fault finding analysis and offering appropriate
solutions that resolve the customers issue. Although the majority of the
role is based on non-voice communications, you will be trained and
expected to communicate with customers via telephone (call backs for
example).
You will communicate effectively while working within a dynamic team
structure with individual and shared team objectives, as it is your
responsibility as a team member to ensure the best customer care
experience is given to all customers.
Maintaining a world class, dedicated service, focused on exceptional
responses and excellent, outstanding quality.
Working with your colleagues across the wider global customer community to
identify any trends in any customer queries.
Requirements
What we're looking for:
Fluency in the language you are applying for & English, particularly
reading & writing.
Excellent attention to detail, strong communication skills, and knowledge
of Computers.
Self-motivated, a proactive attitude with the ability to work productively
and collaboratively within a multilingual team.
A logical, methodical approach with good analytical and problem-solving
skills.
Excellent observation and attention to detail skills with patience,
perseverance, and good concentration.
Experience in playing consoles and or PC gaming advantageous.
Be comfortable discussing technical faults/issues relating to game
consoles/PCs.
Experience of someone IT literate, with a tech-savvy mind, or coming from
a Customer Service, Technical IT /PC support background is advantageous,
although we provide excellent training and on-going support.
Our Advocates must be able to multitask, be comfortable taking multiple
chats, emails and calls per hour, ensuring an amazing-accurate service is
provided 100% of the time.
All candidates should possess a desire to help, support and provide the
best customer experience possible.
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Portlidervagen 2, 724 80, Vasteras, Sweden
