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Joboffer dated from 08/22/2018

Customer Service Operations Manager (829379) (m/f)



Community Management / Customer Service / Support


Full-time


immediately


20354 Hamburg

Germany




Company data



Drehbahn 47-48


20354   Hamburg



Job description


Duties focus on performance and quality management of our external moderators and freelancers, as well as establishing effective communication and feedback loops between the support and development teams. The ideal candidate will be able to confidently handle high priority customer issues, but also oversee and assist projects for the Customer Service department.

This candidate must be able to keep provide excellent support across numerous game projects, be ready to solve users’ technical issues, and be able to maintain a high level of focus.

RESPONSIBILITIES

  • Team management of external moderator/supporter teams and freelancers
  • Training of external moderator/supporter teams on product specific and general customer service subjects
  • Daily monitoring of Customer Service quality, communication and activity for your respective language
  • Quality and quantity control of your respective teams
  • Escalation management within language/country specific communication and support channels
  • 3rdlevel customer support / complex issues
  • 2nd& 3rd level customer support / VIP users
  • Cooperation with Payment Support (2nd& 3rd level customer support) and other internal departments on customer service specific issues

 

REQUIREMENTS

  • Excellent time management and self-organization skills
  • Excellent communication skills, as well as ability to communicate on different internet platforms
  • Strong customer service orientation
  • You have a passion for gaming
  • Excellent [LANGUAGE] speaking and writing skills
  • You have good English skills
  • Customer Service experience 
  • Communication-focused work experience is a plus 
  • Ideally you have a college degree
  • Good typing skills
  • Knowledge of MS Office, especially Outlook
  • Ability to absorb and process large amounts of information
  • Strong teamwork and communication skills
  • Friendliness
  • Responsible attitude to work



Contact Person

Laura Antoine

Human Resources


Drehbahn 47-48

20354 Hamburg

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