Customer Care Specialist - Fixed Term Contract

Whatwapp; Pavia; Ibrido; EUR 28.000 - 35.000; Tempo pieno

Descrizione del lavoro

Whatwapp is seeking a Customer Care Specialist to join their Player Support Team. This role focuses on ensuring an exceptional experience for players, requiring fluency in French and a commitment to solving problems effectively. The position allows for a hybrid working environment, with opportunities for growth and collaboration.

Servizi

Hybrid working policy

Flexible employment options and hours

Language courses and learning budget

Quarterly development talks and career coaching

Offsite team building events

Latest MacBook provided

Competenze

• 2 years of experience in customer service or community support.
• Experience with support platforms is a must.
• Excellent problem-solving skills.

Mansioni

• Respond to player inquiries via email and in-game chat.
• Troubleshoot player issues and ensure timely resolutions.
• Contribute to knowledge base and help documentation.

Conoscenze

Fluency in French

Written communication

Problem-solving

Empathy

Patience

Strumenti

Zendesk

Helpshift

Descrizione del lavoro

Would you like to play with us? 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.

Responsibilities:

1. Respond to player inquiries via email and in-game chat in French.
2. Respond to player reviews on Google Play Store and App Store.
3. Troubleshoot player issues and ensure timely resolutions.
4. Escalate complex cases to relevant internal teams.
5. Identify recurring issues and suggest improvements to internal processes or FAQs.
6. Contribute to knowledge base and help documentation.
7. Support community-related initiatives when needed.

Requirements:

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

Preferred Skills:

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

Ideal Candidate Traits:

• Passionate about helping others and supporting communities.
• Team player who thrives on collaboration.
• Proactive problem-solver.
• Enthusiastic, flexible, eager to learn.
• Detail-oriented and organized.

Our Values:

Use critical thinking; take ownership; love what you do; focus on the problem, not just symptoms; keep solutions simple; share ideas to improve results.

Benefits & Work Environment:

• Hybrid working policy: live anywhere in Europe or nearby, with 4 days per month in Milan (expenses supported).
• Innovative, supportive work environment with growth opportunities.
• Modern Milan office with social areas.
• Flexible employment options and hours.
• Quarterly development talks and career coaching.
• Language courses and learning budget.
• The latest MacBook.
• Offsite team building events.

Work Model & Location:

We value community and flexible work. Our policy is 4 days per month at the office, with flexible scheduling options. For those outside Italy, options include relocation support or travel expense benefits.