German Back Office Advisor for a Video Game Brand - Portugal

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!