CASY-MSCCN Jobs

French Back Office Advisor for a Video Game Brand - Portugal

Req ID#: 383552

Lisboa, Portugal, PT

Job Description:

Come and work with us.

Do you want to be part of a team whose motto is Play Has No Limits?

Are you French 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 French (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!

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