Escalated Complaint Resolution Specialist

Pocket7games; United States; Remote; USD 44,000 - 70,000; Full time

Job summary

A leading gaming company is seeking an Escalated Complaint Resolution Specialist to handle customer complaints effectively. The role requires a proactive individual with strong problem-solving skills and experience in customer service within the gaming or casino industry. Join a dynamic team focused on customer satisfaction and service recovery in a fast-paced environment.

Benefits

401k retirement plan

Medical, dental, vision, and life insurance options

Competitive paid time off

Opportunities for career advancement

Qualifications

• 3+ years in customer-facing complaint resolution roles, preferred in gaming.
• Fluency in English and Chinese (Mandarin) is a plus.
• Ability to adapt to a fast-paced work environment.

Responsibilities

• Investigate and resolve escalated customer complaints via email/phone.
• Document cases in Excel with 100% accuracy.
• Escalate complex issues to supervisors for resolution.

Skills

Problem-solving

Active listening

Critical-thinking

Customer-centric attitude

Tools

Helpdesk platforms

Job description

Escalated Complaint Resolution Specialist

Escalated Complaint Resolution Specialist

Human Resource Operations @ Avia | HR Management

Who are we？

AviaGames aims to bring together gamers from all walks of life via the ultimate social competition gaming platform that not only provides a unique form of entertainment, but also an outlet to decompress and build connections with fellow gamers.

Based in the Bay Area, AviaGames' flagship products include Solitaire Clash, Bingo Tour, and Pocket7Games. The platform features more than 10 unique mobile games, allowing players to switch seamlessly among casino, puzzle, action, card, math, and brain games. Currently in a period of hyper-growth, AviaGames has recently expanded to the UK, Germany, and other European countries. Hundreds of millions of tournaments are held every month.

If you have a passion for gaming and want to be part of a fast-moving, collaborative start- up culture, AviaGames is the place for you. As we gear up for the next stage of growth and global expansion, we are looking for talented, driven and motivated individuals to join our fun, inclusive and diverse team.

What will you get from joining AviaGames?

· Competitive salary

· 401k retirement plan plus company matching program

· Competitive paid time off policy

· Benefits program including medical, dental, vision, and life insurance options

· A fun and supportive work environment promoting collaboration, cultural identity and inclusion for all

· Social responsibility initiatives and team activities

· Opportunities for career advancement

What will your responsibilities be?

1. Investigate and resolve escalated customer complaints through multiple channels (email/phone), with a timely and professional manner, ensuring a positive customer experience.

2. Document cases in Excel sheets with 100% accuracy.

3. Escalate complex issues to supervisors or relevant departments when necessary, following the corresponding processes, to ensure seamless communication and resolution of customer issues.

What are we looking for?

We seek a proactive and empathetic Customer Complaint Resolution Specialist to ensure exceptional service recovery and customer satisfaction. The ideal candidate will be an expert resolving complaints , analyzing systemic issues, and collaborating cross-functionally to drive continuous improvement in customer experience.

- 3+ years in customer-facing complaint resolution roles, preferred in gambling, casino, game related industry.

- Experience with ticket channel/platforms (Helpdesk, AI Help etc.)

- Ability to adapt to a fast-paced and dynamic work environment.

- A positive and customer-centric attitude. Strong active listening skills, problem-solving and critical-thinking abilities.

- Basic computer skills and proper conditions to work remotely including a stable connection to the internet.

- Fluency in English and Chinese(Mandarin) is a plus.

What is our culture?

Female founded and led, AviaGames is a driven social competition mobile gaming platform company that is committed to equality and inclusivity and playing an active role in advancing the gaming industry. At AviaGames we are committed to fostering a diverse, fair and safe environment for all to express and be themselves within a fun, creative and exciting atmosphere. AviaGames provides a space for individuals to thrive and gain experience and opportunities for career growth. Aviagames encourages its staff to be passionate, open-minded, goal-oriented, efficient, and transparent. Undeniably, our leaders demonstrate those values from the top. We strive to be competitive, curious and put forth our best efforts to continue innovating.

Even if you don’t meet every single requirement, we encourage you to apply anyway. You may just be the right candidate for our team.

Thank you for your interest!

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Computer Games

Referrals increase your chances of interviewing at Avia by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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