Game Customer Care Coordinator
GAME CUSTOMER CARE COORDINATOR
Under the supervision of the Product Manager, the Game Customer Care Specialist is the internal main point of contact for any customer-related matter on their assigned games. The GCCC will be fully integrated within the Game Team.
Responsibilities:
Coordination:
• Closely collaborate with all the members of the Game Team (PM, GMM, Prod) to bring solutions to Customer Care cases
• Update & share, for the assigned games, a database of all cases accessible by all the members of the Game Team and Worldwide CC agents
• Coordinate a consistent flow of information between the local Game Team and the Global Customer Care Teams located all around the world (Kharkiv, Mexicali, Saigon, etc.)
• Coordinate with the Game Team to solve all the issues escalated by consumers
• Liaise with the Game Community Manager to support a consistent communication on all Gameloft channels
• On special cases (around 10/20% of the time), handle consumers complaints when escalated by the Global Customer Care teams or any other internal team on the allocated games
Expertise
• Have a comprehensive and in-depth knowledge of the allocated games by playing them on all devices (iPhone, iPad and top 5 master Android devices)
• Coordinate with relevant teams to define a consistent Consumer experience on all levels and topics: bans, piracy, compensation, etc.
• Push for a consistent end-user experience (accessibility of CC ingame, etc.)
Reporting
• Send a Customer Care update per game on a regular basis, including a both quantitative and qualitative analysis of the consumers’ feedbacks
• Report to the Product Manager (local) and Global Consumer Relationships Manager (Paris HQ) on a regular basis
Requirements and expectations:
- 1 to 3 years of experience with customers (marketing area/entertainment industries a big plus)
- Passion for games and a good video game experience (knowledge of game styles and gaming experiences)
- Computer Literate (Internet Browsing, Windows, MS Office)
- Excellent command of English language, both verbal & written is a must (second language is a BIG plus)
- Postgraduate diploma in Marketing, Communication, IT, Literature, etc.
- Common sense and outstanding analysis skills
- Outstanding communication skills
- To be able to handle customers complaints, even when handling unpleasant customers
- To demonstrate the ability to cooperate with a variety of people and achieve results
- Good personal-relationship manager
- Team-Player, who can play different roles in the team
- Improve and maintain the communication with Gameloft Customers
All qualified candidates will be asked to take a skills assessment test.
If your skills set and interests align with the above then “Get in the Game”!
Why work for Gameloft?
- Comprehensive benefits package.
- Permanent contract, full-time job and additional merit pay system.
- Career-development opportunities.
- An exceptional, dynamic, demanding and motivating working environment within a fast growing company.
- Challenging and rewarding work on the next great frontiers in games
- Exceptional library of diverse games with broad distribution.
- An international environment which offers daily contact with other countries & cultures.
- Excellent local working conditions (quality of offices, geographical location of office in the centre of Barcelona).
Interested applicants should send their CV in English and cover letter to: glbarcelona-jobs@gameloft.com
Reference: CUSTOMER CARE
Location: Barcelona | Spain
GAME CUSTOMER CARE COORDINATOR
Under the supervision of the Product Manager, the Game Customer Care Specialist is the internal main point of contact for any customer-related matter on their assigned games. The GCCC will be fully integrated within the Game Team.
Responsibilities:
Coordination:
• Closely collaborate with all the members of the Game Team (PM, GMM, Prod) to bring solutions to Customer Care cases
• Update & share, for the assigned games, a database of all cases accessible by all the members of the Game Team and Worldwide CC agents
• Coordinate a consistent flow of information between the local Game Team and the Global Customer Care Teams located all around the world (Kharkiv, Mexicali, Saigon, etc.)
• Coordinate with the Game Team to solve all the issues escalated by consumers
• Liaise with the Game Community Manager to support a consistent communication on all Gameloft channels
• On special cases (around 10/20% of the time), handle consumers complaints when escalated by the Global Customer Care teams or any other internal team on the allocated games
Expertise
• Have a comprehensive and in-depth knowledge of the allocated games by playing them on all devices (iPhone, iPad and top 5 master Android devices)
• Coordinate with relevant teams to define a consistent Consumer experience on all levels and topics: bans, piracy, compensation, etc.
• Push for a consistent end-user experience (accessibility of CC ingame, etc.)
Reporting
• Send a Customer Care update per game on a regular basis, including a both quantitative and qualitative analysis of the consumers’ feedbacks
• Report to the Product Manager (local) and Global Consumer Relationships Manager (Paris HQ) on a regular basis
Requirements and expectations:
- 1 to 3 years of experience with customers (marketing area/entertainment industries a big plus)
- Passion for games and a good video game experience (knowledge of game styles and gaming experiences)
- Computer Literate (Internet Browsing, Windows, MS Office)
- Excellent command of English language, both verbal & written is a must (second language is a BIG plus)
- Postgraduate diploma in Marketing, Communication, IT, Literature, etc.
- Common sense and outstanding analysis skills
- Outstanding communication skills
- To be able to handle customers complaints, even when handling unpleasant customers
- To demonstrate the ability to cooperate with a variety of people and achieve results
- Good personal-relationship manager
- Team-Player, who can play different roles in the team
- Improve and maintain the communication with Gameloft Customers
All qualified candidates will be asked to take a skills assessment test.
If your skills set and interests align with the above then “Get in the Game”!
Why work for Gameloft?
- Comprehensive benefits package.
- Permanent contract, full-time job and additional merit pay system.
- Career-development opportunities.
- An exceptional, dynamic, demanding and motivating working environment within a fast growing company.
- Challenging and rewarding work on the next great frontiers in games
- Exceptional library of diverse games with broad distribution.
- An international environment which offers daily contact with other countries & cultures.
- Excellent local working conditions (quality of offices, geographical location of office in the centre of Barcelona).
Interested applicants should send their CV in English and cover letter to: glbarcelona-jobs@gameloft.com
Reference: CUSTOMER CARE
Location: Barcelona | Spain
