Ref number Req 00020490
Last day to apply 12-Apr-2019
Primary Location AFI Building 3
Description and Requirements
Join a back-office customer support team for our client, the largest user-generated online gaming platform, the #1 gaming site for kids and teens.
Recommended skills set :
Medium level of French and English (B2 in written and oral).
Availability for a full time schedule, covering shifts between 10 : 00 - 18 : 30, Monday - Sunday
Highly developed sense of integrity and commitment to customer satisfaction.
Demonstrated passion for excellence with respect to treating and caring for customers.
Ability to communicate clearly and professionally, both verbally and in writing.
Has "thick skin" and is able to handle complaints.
Has a pleasant, patient and friendly attitude
Strong self-organization, decision making and analytical abilities.
Strong detail orientation and communication / listening skills.
Possess a strong work ethic and team player mentality.
On this role, you would :
Provide quality and professional responses to customers using both pre-generated content and personalized responses via email and chat.
Be adept at adjusting scripted information to match the customer’s needs / inquiry.
Thoroughly and efficiently gather customer information, determine and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions.
Provide quality service and support in a variety of areas including, but not limited to : account verification / assistance, billing, product knowledge, and system troubleshooting.
Assist in identifying, tracking and escalating trending issues.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Become proficient in multiple tool platforms in order to gather, record, update, and relay relevant data to a customer’s inquiry, supervisory escalation, or internal team contact.
Be familiar with the client's moderation guidelines to know when content or an account needs to be removed or banned, or escalated to the mod team
We offer :