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Customer Service Representative

hace 3 semanas

Madrid, Madrid, España Universally Speaking A tiempo completo

Role Summary

As a Customer Service Representative (Agent), you will be the frontline support for our client's players. You'll assist with inquiries, issues and feedback spanning game functionality, account management, in-game purchases, and community guidelines. Your role is vital in preserving player satisfaction, fostering loyalty, and helping bridge communication between our global gaming audience, internal and external teams (e.g., QA, Development, Community & UX).

Key Responsibilities

  •  Respond promptly, courteously and effectively to player support inquiries via email, chat and/or ticketing system.
  •  Diagnose player issues (account login, billing, in-game transactions, technical glitches, user interface issues, platform- specific problems) and either provide resolution or escalate to the appropriate internal team.
  • Document cases thoroughly and accurately, maintaining knowledge-base entries and player histories for future reference.
  • Communicate clearly in player-friendly language: explain steps, guide through processes, manage expectations for resolution times.
  • Monitor recurring patterns in player issues and feedback, liaise with QA/Dev/Community teams to feed actionable insights.
  • Uphold company policy, compliance and game-community guidelines; escalate incidents of abuse, cheating or inappropriate behaviour to the moderation team.
  •  Maintain high player-satisfaction metrics (e.g., first-reply time, resolution time, quality ratings) while adhering to SLAs.
  • Contribute to the continuous improvement of support processes, self-help tools, FAQs and player onboarding materials.
  • Stay current with game features, updates and platform changes so you can provide accurate and up-to-date assistance.

Requirements

Qualifications & Skills

·  Good written communication skills in English; additional languages are a plus but not required.

·  Genuine interest in video games and online communities.

· Basic tech awareness: comfortable using computers, learning new tools, and understanding simple technical concepts (accounts, platforms, updates). Technical experience is a plus, such as familiarity with tools like Jira.

· Previous customer service experience is a plus, but motivated entry-level candidates are welcome.

· Willingness to learn, ask questions and follow processes.

· Positive and empathetic attitude when dealing with players who may be frustrated or confused.

· Ability to work well in a team and take feedback constructively.

· Comfortable working with ticketing tools (training provided).

· Availability to work flexible hours when required to support players in different time zones.

Benefits

  • We are offering a fijo-discontinuo contract.
  • Training and learning, which will be provided by our on-site experts so you could learn all the skills needed to perform this job. 
  • Remote position from spain