We are seeking a highly motivated and customer-centric individual to join our team as a Customer Service Agent. As a Customer Service Agent, you will play a vital role in providing excellent support and assistance to our valued players in their gaming journey. Your primary responsibility will be to handle customer tickets and store reviews using Zendesk, ensuring prompt and satisfactory resolutions. If you are passionate about mobile games, possess strong communication skills, and have experience with Zendesk, we would love to hear from you!
- Monitor and respond to customer inquiries, feedback, and complaints through Zendesk ticketing system.
- Handle store reviews and ratings effectively, addressing user concerns and providing appropriate responses.
- Provide friendly and professional assistance to players, guiding them through gameplay issues and troubleshooting technical problems.
- Collaborate with internal teams to resolve complex player issues, escalating when necessary.
- Maintain a high level of product knowledge to address customer inquiries accurately and efficiently.
- Identify trends or recurring issues and provide feedback to improve game performance and user experience.
- Strive to meet or exceed performance targets, including response time, resolution rate, and customer satisfaction metrics.
- Stay updated with industry trends, best practices, and new features to deliver exceptional customer service.
- Previous experience in a customer service role, preferably in the gaming industry.
- Proficiency in using Zendesk or similar customer support ticketing systems.
- Strong written and verbal communication skills in [Language(s)].
- Excellent problem-solving abilities and attention to detail.
- Ability to remain calm and patient when handling customer complaints or challenging situations.
- Passion for mobile games and understanding of gaming terminology.
- Self-motivated, proactive, and able to work both independently and collaboratively.
- Availability to work flexible schedules, including evenings and weekends, as needed.
- Languages: English, Russian and Spanish as a plus.