Customer Support Agent (English+Dutch& French or Spanish) Bucharest

Customer Support Agent (English+Dutch& French or Spanish)
Bucureşti
Bucharest, Bucharest, Romania

• Provide detailed and
  - quality responses via email or chat to player inquiries regarding the game platform.
• Register, monitor, and resolve requests and issues that players encounter in their daily use of the platform.
• Assess whether a request can be resolved directly or requires escalation to another service.
• Achieve individual and team objectives (KPI) set by management.
• Accept feedback and implement improvement plans accordingly.
• Pre-analyze and report technical issues following the incident management (IM) procedure.
• Work in shifts, ensuring 24/7 support coverage alongside various teams.

• Native or fluent in Dutch, French, Spanish and fluent in English, both oral and written.
• Excellent written and verbal communication skills, with the ability to simplify technical language for
  - technical users.
• Strong writing ability and proficiency in online communication software and ticket management systems.
• Good command of IT tools such as Word, Excel, and Outlook, as well as other online communication software.
• Service- and customer
  - oriented, with an empathetic and diplomatic approach.
• Previous experience in a contact center or a similar role.
• Resourceful and
  - resilient personality, able to remain calm in all situations.
• Ability to meet tight deadlines with minimal supervision.
• Capable of working independently while also being an effective team player.

• A friendly work environment that fosters optimal performance.
• Leadership based on talents, values, trust, and autonomy.
• Opportunities for career progression and specialization through internal mobility.
• Competitive salary package aligned with the Romanian market.
• Hybrid work model: 3 days in the office, 2 days working from home.
• Meal allowance.
• Private health insurance.