Remote Customer Experience Specialist (French/Français)

ⓒ Pearl Abyss Corp.; France; Hybride; EUR 30 000 - 45 000; Plein temps

Résumé du poste

A leading gaming company is seeking a French-speaking Remote Customer Experience Specialist to enhance our gaming reach in Europe. The role involves ensuring high-quality service, handling support inquiries, and interacting with players. Ideal candidates will have extensive MMORPG experience and strong customer service skills. This is a fully remote position requiring a 40-hour work week, offered on a freelance basis.

Qualifications

• Prior experience/interactions with the gaming communities.
• Extensive knowledge and gameplay experience of MMORPG.
• Strong time-management and organization skills.

Responsabilités

• Ensure excellent customer service through timely and accurate handling of support inquiries.
• Review customer support ticket answers and investigate reported issues.
• Monitor and regularly report on live-service issues and player feedback.

Connaissances

Native/bilingual level of French

High level of English proficiency

Customer service ethic

Interpersonal communication skills

Creativity

Curiosity

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.

Overview

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.

Responsibilities

• 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

Qualifications

• 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