German Back Office Advisor for a Video Game Brand - Portugal

Come and work with us.

Do you want to be part of a team whose motto is Play Has No Limits?

Are you German 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 part of our commitment to fostering a supportive work environment, we are offering a comprehensive relocation package designed to ease the cost of moving to Portugal. Additionally, we assist with accommodation for one year to ensure a comfortable transition, alongside a generous signing bonus as a warm welcome to our team.

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 front-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 German (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 enthusiastic and a community advocate

Ability to work independently and collaboratively in a fast-paced environment, adapting to changing priorities and deadlines

Strong problem-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 clear-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 creation of online help resources

Experience with policy work, or help resource project management

Attention to detail troubleshooting skills

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

Computer literate

Must hold EU citizenship or valid work permit

Be a local candidate or willing to relocate to Portugal

Benefits.

Signing bonus

Relocation package

Competitive wages

Paid professional training

Employee discounts

Private healthcare & dental insurance (after six months of employment)

Growth opportunities through various development programs

Fun and engaging company-wide initiatives, including our EverBetter wellness program

Job stability

Life-long skills and experience

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.

Apply today!

Required language: German