Customer Care Specialist - Fixed Term Contract

Whatwapp; Monza; Ibrido; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

A leading company in the gaming industry is seeking a Customer Care Specialist to join their Player Support Team. You will provide exceptional service to players by resolving inquiries, suggesting improvements, and contributing to community initiatives, all while working within a hybrid model.

Servizi

Hybrid working policy

Innovative work environment

Office in Milan

Flexible employment options

Quarterly development talks

Language courses

Learning budget

Latest MacBook

Offsite team building events

Competenze

• Fluency in French and proficiency in English required.
• Minimum 2 years experience in customer service roles.
• Excellent written communication skills.

Mansioni

• Responding to player inquiries via email and chat.
• Troubleshooting player issues.
• Contributing to knowledge base.

Conoscenze

Empathy

Problem-solving

Communication

Patience

Team player

Strumenti

Zendesk

Helpshift

Descrizione del lavoro

We are looking for a Customer Care Specialist to join our Player Support Team at Whatwapp. This role plays a key part in ensuring our players have an outstanding experience while enjoying our games. The role is a fixed-term contract of 6 months, with a chance of extension.

As a Customer Care Specialist, you will be the friendly and knowledgeable point of contact for our gaming community across French and English. You’ll help players solve problems, share feedback, and feel the joy of great service.

Your responsibilities will include:

1. Responding to player inquiries via email and in-game chat in French.
2. Responding to player reviews on Google Play Store and App Store.
3. Troubleshooting player issues and ensuring timely resolutions.
4. Escalating complex cases to the relevant internal teams.
5. Identifying recurring issues and suggesting improvements to internal processes or FAQs.
6. Contributing to knowledge base and help documentation.
7. Supporting community-related initiatives when needed.

Qualifications to start:

1. Fluency in French and good proficiency in English.
2. At least 2 years of experience in customer service, community support, or helpdesk roles.
3. Excellent written communication and problem-solving skills.
4. Empathy and patience with users from all backgrounds.
5. Comfort working with support platforms like Zendesk, Helpshift, or similar.

Preferred additional skills:

1. Experience in the gaming industry.
2. Familiarity with CRM or ticketing tools.
3. Knowledge of mobile platforms (iOS / Android).
4. Passion for card or casual games.

Desired player profile:

1. Passionate about helping others and supporting communities.
2. A team player who thrives on collaboration.
3. A proactive problem-solver who looks beyond the surface.
4. Enthusiastic, flexible, and eager to learn.
5. Detail-oriented and organized, even in chaos.

Our company values include:

• Using critical thinking: don’t assume, validate your gut feeling!
• Taking ownership and making it happen!
• Loving what you do and having fun doing it!
• Working on the problem, not just the symptoms!
• Keeping it simple and effective!
• Sharing ideas to reduce bias and improve results!

Perks and benefits:

• Hybrid working policy: live anywhere in Europe or nearby with 4 consecutive days per month in Milan, with expenses support.
• Innovative, high-ownership, friendly work environment with growth opportunities.
• Office in Milan (Stazione Garibaldi) with social amenities.
• Flexible employment options and hours.
• Quarterly development talks and career coaching.
• Language courses (English and Italian).
• Learning budget for professional growth.
• The latest MacBook.
• Offsite team building events.

Work model options for non-Milan residents:

We support flexible working arrangements, including relocation packages or travel expense benefits, to accommodate those outside Italy. Our policy is 4 days per month at the office, with flexible scheduling options to suit your preferences.