Italian Back Office Advisor for a Video Game Brand - Portugal
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Italian Back Office Advisor for a Video Game Brand - Portugal, Lisbon
Client:
Sitel
Location:
Lisbon, Portugal
Job Category:
Other
EU work permit required:
Yes
Job Reference:
70fa0a3ccca1
Job Views:
21
Posted:
23. 01. 2025
Expiry Date:
09. 03. 2025
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 Italian 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
- 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 Italian (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 enthusiast, and a community advocate.
- Ability to work independently and collaboratively in a
- paced environment, adapting to changing priorities and deadlines. - Strong
- 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
- 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 the creation of online help resources.
- Experience with policy work, or help resource project management.
- 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.
- Must hold EU citizenship or valid work permit.
- Be a local candidate or willing to relocate to Portugal.
Benefits:
- Relocation package.
- Competitive wages.
- Paid professional training.
- Private healthcare & dental insurance (after six months of employment).
- Growth opportunities through various development programs.
- Fun and engaging
- wide initiatives, including our Ever
Better wellness program. - Job stability.
- Life-long skills and experience.
Go further with Foundever.
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
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