Job Description

Employment Type: Full-time Location Type: Remote Salary: Not Specified

Position Overview

Since 1998, Keywords Studios has been dedicated to reshaping how players interact with their favorite games. We are a global team of over 12,000 professionals spread across 70+ studios in 26 countries, offering a wide range of solutions to video game developers and publishers. Our Player Engagement service line, one of the fastest-growing at Keywords Studios, provides technical support, community management, and trust & safety services for AAA and Indie studios.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

As a Customer Support Agent for one of our partners, a global sneakers platform, you will be responsible for ensuring customer satisfaction by investigating and delivering prompt, quality responses to customer inquiries. You will also provide valuable feedback to the team regarding platform functionalities and payment methods to improve processes. Level up your game and apply today! 🚀🔥

Responsibilities

• Respond promptly to customer inquiries via email, live chat, and social media.
• Manage online orders.
• Address customer complaints efficiently and professionally.
• Collaborate with various departments such as Warehouse, Logistics, Operations, and Engineering to achieve customer satisfaction.
• Monitor multiple tasks and ensure timely resolution of customer requests and inquiries.
• Proactively identify and address challenges and opportunities.
• Analyze customer feedback and provide insights to improve service quality.
• Deliver an exceptional customer experience in accordance with company standards.
• Undertake additional projects as required.
• Assist in implementing training programs to ensure consistent and high-quality customer service for other agents.

Requirements

• Ideally at least 1 year of experience in customer service or the online retail sector.
• Availability to work rotating shifts, including weekends and public holidays.
• Good understanding of customer service expectations and practices in the US.
• Effectiveness in prioritizing tasks according to daily operational needs.
• Strong organizational and problem-solving skills.
• Capability to work independently with minimal supervision.
• Motivation, enthusiasm, and excellent interpersonal skills.

Company Information

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Application Instructions

Our recruitment journey involves the following phases:

1. Application Submission: Send your application with your updated resume.
2. Online Interview: If your candidacy is reviewed positively, you will be invited to an online interview via MS Teams with one of our Talent Acquisition Specialists.
3. Online Assessment: If the interview outcome is positive, you will be invited to our online assessment (language and language) to evaluate your moderation and written skills. Please note: our language test requires typing, so we encourage you to take it on a computer with your keyboard language settings configured to facilitate completion. Check your inbox for the test invitation.
4. Assessment Evaluation: Once submitted, the assessment will take approximately 48-72 hours to be evaluated.
5. Second Interview (if applicable): For some projects, there might be a second interview with a Team Lead or an Operations Manager.
6. Offer: At the end of the process, you may receive an offer to become our new Keywordian!