Remote Customer Experience Specialist (French/Français)

ⓒ Pearl Abyss Corp.; France; À distance; EUR 30 000 - 50 000; Temps partiel

Résumé du poste

A leading gaming company is seeking a French-speaking Remote Customer Experience Specialist. This role involves managing customer issues and ensuring quality service for live games. Ideal candidates have a strong MMORPG background and excellent communication skills. This is a freelance position with a 40-hour workweek and remote setup.

Qualifications

• Must be a native French speaker with high proficiency in English.
• Experience interacting with the gaming communities is a plus.
• Strong understanding of MMORPGs and technical issues in games.

Responsabilités

• Identify and handle customer issues through support inquiries.
• Monitor live service issues and report player feedback.
• Coordinate with game masters and community managers.

Connaissances

Native/bilingual level of French

High level of English proficiency

Prior experience/interactions with gaming communities

Strong customer service ethic

Interpersonal communication skills

Technical knowledge of online game live service

Description du poste

Pearl Abyss the company behind the highly acclaimed MMORPG Black Desert Online (BDO) — is seeking a high-performing, innovative, results-oriented and customer-obsessed, French-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 France.

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.

• Native/bilingual level of French
• 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
• International travel may be required for this position
• Willingness to work on a freelance agreement basis, with 40-hour weekly workload in a fully-remote position.

Preferred Qualifications

• Avid Black Desert Online player
• Extensive knowledge and gameplay experience in MMORPG games
• Experience working in a high-volume customer contact environment.