German Back Office Advisor for a Video Game Brand

• 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

• 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 Lisbon, Portugal

• 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

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