Customer Care Specialist - Fixed Term Contract
Customer Care Specialist - Fixed Term Contract
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Job Description
Would you like to play with us
We are looking for a Customer Care Specialist to join our Player Support Team at Whatwapp. This role plays a key part in ensuring our players have an outstanding experience while enjoying our games. The role is a 6 month fixed term contract to start with with a possibility of an extension.
As a Customer Care Specialist you will be the friendly and knowledgeable point of contact for our gaming community across French and English. Youll help players solve problems share feedback and feel the joy of great service.
Your quests will be to:
- Respond to player inquiries via email and in-game chat in French.
- Respond to player reviews on Google Play Store and App Store.
- Troubleshoot player issues and ensure timely resolutions
- Escalate complex cases to the relevant internal teams
- Identify recurring issues and suggest improvements to internal processes or FAQs
- Contribute to knowledge base and help documentation
- Support in community-related initiatives when needed
To start playing you will need:
- Fluency in French good proficiency in English
- At least 2 years of experience in a customer service community support or helpdesk role
- Excellent written communication and problem-solving skills
- Empathy and patience with users from all backgrounds
- Comfort working with support platforms like Zendesk Helpshift or similar
To boost your game its nice to have:
- Experience in the gaming industry
- Familiarity with CRM or ticketing tools
- Knowledge of mobile platforms (iOS/Android)
- Passion for card or casual games
The type of player you are:
- Passionate about helping others and supporting communities
- A team player who thrives on collaboration
- A proactive problem-solver who looks beyond the surface
- Enthusiastic flexible and always eager to learn
- Detail-oriented and organized even in chaos
Our company values:
- Use critical thinking: dont assume validate your gut feeling!
- Take ownership and make it happen!
- Love what you do and have fun doing it!
- Work on the problem not just the symptoms!
- Dont overcomplicate it keep it simple and effective!
- Share ideas to reduce bias and improve results!
Power-ups to have more fun
Hybrid Working policy - live anywhere in Europe or nearby with 4 consecutive days per month in Milan with expenses support
An innovative high-ownership and friendly work environment where you have the opportunity to grow and try new approaches
An amazing office in the centre of Milan (Stazione Garibaldi) with a social area with a football table board games beer and coffee
Flexible employment options and working hours
Quarterly development talks and career coaching from a professional coach
English and Italian courses provided by native teachers
Learning budget to spend on anything for professional growth
The latest MacBook
Offsite team building events
Dont live in Milan Check out our work model
Building community and having a place to connect with each other is very important for us. We like not only to work together but to have time to get to know each other to celebrate and have fun. We also value peoples choice to work from anywhere thats why we have a very flexible hybrid model.
Our policy is 4 days per month at the office and we decide however were gonna go. There are people who like to go once every week or two days every two weeks four days straight or even combining the last 4 days of one month with the first 4 days of the next month and only go 8 days straight every two months. Whatever works best for you!
If you dont live in Italy we have two options: if you would like to relocate our company offers a relocation package to help you move to Milan; if you want to stay where you are we offer a benefit to help you with travel expenses and flexible working hours around your journey time.
Required Experience:
Unclear Seniority
Employment Type
Contract
