Customer Service Representative

hace 23 horas

Madrid, Madrid, España Universally Speaking A tiempo completo

Role Summary

As a Junior Customer Service Representative (Agent), you will be the first point of contact for players who need help while playing our client's games. You will support players with questions and issues related to accounts, in-game purchases, gameplay problems and community rules.

This role is ideal for someone who enjoys helping others, is passionate about video games, and is comfortable with technology and eager to learn how games and online platforms work behind the scenes. You will work closely with experienced teammates and receive training to help you grow into the role.

Requirements

Key Responsibilities

·Reply to player questions in a friendly, clear and professional way via email, chat or ticketing systems.

·Help players solve common issues such as login problems, missing items, purchases, or basic technical errors by following established guidelines.

·Collect the right information from players and escalate more complex issues to senior agents, QA or development teams when needed.

·Write clear and accurate notes for each case so other team members can easily understand what happened.

·Explain solutions to players in simple, easy-to-follow language, even when the issue is technical.

·Learn how to recognize recurring player problems and report them to the team.

·Follow company policies, security rules and community guidelines at all times.

·Help maintain high-quality service by meeting response-time and quality targets.

·Keep up to date with game updates, patches and changes through internal training and documentation.

Benefits

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.

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