Remote Customer Experience Specialist (German / Deutsch)

Pearl Abyss Europe; Jerez de la Frontera; A distancia; EUR 25.000 - 35.000; A tiempo parcial

Descripción de la vacante

Pearl Abyss Europe recherche un Spécialiste de l'Expérience Client à distance, idéal pour les bilingues en allemand, avec des compétences en service client pour gérer les retours des joueurs et assurer une qualité de service élevée. Ce poste en freelance offre une opportunité unique de contribuer à l'accueil des communautés de joueurs pour des titres comme Black Desert et Crimson Desert.

Formación

• Niveau natif/bilingue en allemand.
• Niveau élevé d'anglais requis.
• Expérience avec les communautés de jeux.
• Connaissance des MMORPG requise.
• Connaissance technique du service en direct en ligne.

Responsabilidades

• Assurer un excellent service client par une gestion rapide des demandes.
• Surveiller les problèmes de service en direct et les retours des joueurs.
• Coopérer avec les autres spécialistes pour recueillir des suggestions d'amélioration.

Conocimientos

Customer service

Interpersonal communication

Creativity

Curiosity

Time management

Descripción del empleo

1 day ago Be among the first 25 applicants

Pearl Abyss the company behind the highly acclaimed MMORPG Black Desert Online (BDO) — is seeking a high-performing, innovative, results-oriented and customer-obsessed, German-speaking Remote Customer Experience Specialist to help accelerate our gaming reach to millions of customers across all screens (PC, Mobile, Console, etc.) in Europe, and specifically Germany .

As a Remote Customer Experience Specialist you will be responsible for identifying and handling customer issues, collecting player feedback, and ensuring a high quality of service for our live service.

Our Customer Experience Specialists proactively interact with players, acting as our frontline customer-focused representatives - working closely with game masters and community managers.

You will work with Pearl Abyss on a freelance basis and join a dedicated team working across multiple communities, platforms and games such as Black Desert and upcoming releases such as Crimson Desert, DokeV and PLAN 8. This position offers an unparalleled opportunity to ensure all Pearl Abyss current and future titles will achieve European goals.

• Ensure excellent customer service through timely and accurate handling of support inquiries through our Support Center
• Review customer support ticket answers, further investigate reported issues, and take actions when necessary
• Handle day-to-day tasks for the game's live service through the internal operation tools
• Monitor and regularly report on the live-service issues and the players' feedback
• Coordinate with other Customer Experience Specialists, Game Masters, and Community Managers to solicit feedback and suggestions for game improvement from the community
• Stay up-to-date on the latest game updates to be able to support the player base properly
• Perform investigation and documentation on the game exploits, bugs, and other serious technical issues in the game

Requirements

• Native / bilingual level of German
• A high level of English proficiency is essential
• Prior experience / interactions with the gaming communities
• Extensive knowledge and gameplay experience of MMORPG
• Technical knowledge of online game live service
• Strong customer service ethic and great interpersonal communication skills
• Creativity, curiosity, and a willingness to learn and grow
• Professional and mature demeanor, along with strong time-management and organization skills for coordinating multiple initiatives and priorities
• Willingness to work on a freelance agreement basis

Preferred Qualification

• Extensive knowledge and gameplay experience in MMORPG games
• Experience working in a high-volume customer contact environment

Seniority level

• Seniority level Entry level

Employment type

• Employment type Contract

Job function

• Job function Customer Service
• Industries IT Services and IT Consulting

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