Customer Service Agent with Spanish

Job summary:

This role requires a highly motivated, proactive and ambitious individual with experience within the games industry, ideally as a gamer and even better if they have worked in the industry previously.  High level of communication skills (written and verbal) should be combined with the ability to work under pressure within tight deadlines.  Having an autonomous, hands on and flexible attitude is a must.

Key responsibilities (not exhaustive):

• Handle all incoming phone, email and chat contacts in line with expectations and the KPI’s (see below) for the campaign they relate to:

  • AHT (Average Handle Time)

  • Contacts Per Hour

  • Contact Quality Score

  • Occupancy %

  • Timekeeping

  • Attendance

  • Break Adherence         

  • CSAT

• Monitor and maintain all campaign assigned Community websites, ensuring all issues are responded too and closed within 4 hours of posting.

• Maintain a positive sentiment (via social seeding) on all active community threads and represent the company professionally at all times.

• Adhere to the company Security and Health & Safety procedures

• Adhere to the company IT procedures