Dutch Back Office Advisor For A Video Game Brand Lisboa

Dutch Back Office Advisor For A Video Game Brand
Lisboa
Lisboa, Lisboa, Portugal

**Come and work with us. ****Do you want to be part of a team whose motto is Play Has No Limits? **Are you **Dutch **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
- Be a first point of contact for resolving escalated customer inquiries, complaints, and technical issues related to hardware, software, subscriptions and online
- Conduct thorough investigations into escalated cases, gathering relevant information from multiple sources, analyzing data and identifying root causes to determine appropriate
- Make informed decisions and recommendations based on company policies, product knowledge and customer needs, balancing business objectives with customer
- Manage escalations effectively, prioritizing urgent cases, escalating to higher levels of management or technical support teams when necessary and ensuring resolution within established
- 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
- Identify recurring issues or trends in escalated cases and collaborate with relevant teams to implement process improvements, update knowledge bases and enhance customer support
- Conduct regular reviews and audits of escalated cases to ensure compliance with company standards, service level agreements and regulatory
- Provide guidance, training, and support to
- line customer service representatives on handling complex issues and escalating cases
- Complete daily tasks as allocated in an efficient and timely
- Monitor and control numerous concurrent tasks in
- Proactively and independently work to meet targets and goals**To succeed in the role, you will need to have**:
- Native or Proficient level of **Dutch **(C2)- Advanced level of **English **(C1)- Previous experience in customer services or escalation support role, preferably within the gaming industry or tech support
- Excellent listening, communication and interpersonal skills in supported languages, interacting professionally with customers, colleagues and technical support
- Patience, empathy and resilience in handling challenging customer situations with professionalism and
- Brand Ambassador, gaming enthusiastic and a community
- Ability to work independently and collaboratively in a
- paced environment, adapting to changing priorities and
- Strong
- solving skills, with the ability to analyze complex technical issues, troubleshoot hardware and software problems and identify
- Commitment to continuous learning and professional development in the field of customer service, gaming industry trends and technical support best
- Able to follow guidelines and
- Ability to keep calm and
- headed in critical situations, demonstrating confidence when imparting information or dealing with troubled
- 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
- Proficiency in using customer relationship management (CRM) software, ticketing systems, and other relevant
- Previous, demonstrable experience with creation of online help
- Experience with policy work, or help resource project
- Attention to detail troubleshooting
- Makes the customers feel confident that their needs are being
- Dependable, reliable and able to perform duties with minimum
- Preferable college degree or related work
- Computer
- **Must hold EU citizenship or valid work permit**:**Benefits. **- Signing
- Relocation
- Competitive
- Paid professional
- Employee
- Private healthcare & dental insurance (after six months of employment)- Growth opportunities through various development
- Fun and engaging
- wide initiatives, including our Ever
Better wellness
- Job
- Life-long skills and
- 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.