Customer Care Specialist - Fixed Term Contract

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

Descrizione del lavoro

A leading company in the gaming sector seeks a Customer Care Specialist for its Player Support Team to ensure an outstanding player experience. The ideal candidate will be fluent in French with strong customer service skills, handling inquiries, and troubleshooting issues. The position supports flexible work, with opportunities for professional growth and community engagement.

Servizi

Hybrid working policy

Innovative work environment

Modern office in Milan

Flexible employment options

Quarterly development talks and coaching

Language courses in English and Italian

Learning budget for professional growth

The latest MacBook

Offsite team-building events

Competenze

• At least 2 years of experience in customer service or community support.
• Comfort working with support platforms.
• Passion for helping others and supporting communities.

Mansioni

• Responding to player inquiries via email and in-game chat.
• Troubleshooting player issues and ensuring timely resolutions.
• Contributing to knowledge base and help documentation.

Conoscenze

Fluency in French

Proficiency in English

Excellent written communication

Problem-solving skills

Empathy

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 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.

Requirements to start include:

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 diverse 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.

Ideal candidate qualities:

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:

• Use critical thinking: don’t assume, validate your gut feeling.
• Take ownership and make it happen.
• Love what you do and have fun doing it.
• Work on the problem, not just the symptoms.
• Keep it simple and effective.
• Share ideas to reduce bias and improve results.

Additional perks include:

• 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.
• Modern office in Milan (Stazione Garibaldi) with social areas including football table, board games, beer, and coffee.
• Flexible employment options and working hours.
• Quarterly development talks and career coaching.
• Language courses in English and Italian with native teachers.
• Learning budget for professional growth.
• The latest MacBook.
• Offsite team-building events.

Not in Milan? No problem — check out our flexible work model:

We value community and connection, offering a very flexible hybrid model. Our policy is 4 days per month at the office, with options to tailor your schedule to what works best for you, including relocation support or travel expense benefits if you prefer to work remotely from elsewhere.