German Back Office Advisor for a Video Game Brand Lisbon, Portugal
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Come and work with us.
Do you want to be part of a team whose motto is Play Has No Limits
Are you Germannative 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 companys 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)
- Advancedlevel 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 clients 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 (Work on site)
Benefits.
- 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!
Required Experience:
Unclear Seniority
Key Skills
- Mechanical Design
- Computer Graphics
- GD&T
- Root cause Analysis
- CAD
- Mechanical Knowledge
- Creo
- Lua
- Unreal Engine
- Maya
- Project Engineering
- Unity
About Company
Foundever is a global leader in customer-experience (CX) outsourcing, combining human expertise and AI-driven capabilities to support over 9 million customer interactions daily across 60+ languages in 45 countries.
