Backoffice gaming support: German & English

Basic Information

Ref number

Req_00017122

Last day to apply

22-Jan-2019

Primary Location

AFI Building 3

Description and Requirements

Join a back-office customer support team for our client, the largest user-generated online gaming platform, the #1 gaming site for kids and teens.

Recommended skills set:

● Medium level of German and English (B2 in written and oral).
● Availability for a full time schedule: 10:00 - 19:00, Monday - Friday 
● Highly developed sense of integrity and commitment to customer satisfaction.
● Demonstrated passion for excellence with respect to treating and caring for customers.
● Ability to communicate clearly and professionally, both verbally and in writing.
● Has "thick skin" and is able to handle complaints.
● Has a pleasant, patient and friendly attitude
● Strong self-organization, decision making and analytical abilities.
● Strong detail orientation and communication/listening skills.
● Possess a strong work ethic and team player mentality.

Additional Job Description

On this role, you would:

● Provide quality and professional responses to customers using both pre-generated content and personalized responses via email and chat.
● Be adept at adjusting scripted information to match the customer’s needs/inquiry.
● Thoroughly and efficiently gather customer information, determine and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions.
● Provide quality service and support in a variety of areas including, but not limited to: account verification/assistance, billing, product knowledge, and system troubleshooting.
● Assist in identifying, tracking and escalating trending issues.
● Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
● Become proficient in multiple tool platforms in order to gather, record, update, and relay relevant data to a customer’s inquiry, supervisory escalation, or internal team contact.
● Be familiar with the client's moderation guidelines to know when content or an account needs to be removed or banned, or escalated to the mod team

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