Brandon Heat
Entfernt
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Job Purpose and Scope
Reporting to the Customer Support Language Team Lead, the Customer Support Representative (CSR) acts as a liaison between customers and NCsoft Europe to resolve gameplay issues, technical issues and Terms of Service enforcement. In addition the CSR processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
To be successful in this role, a CSR requires knowledge of NCsoft Europe products and services and requires the ability to navigate a computerized data entry system and other relevant applications. Dealing directly with NCsoft customers via game interface, e-mail or other interfaces, the CSR is responsive to customer needs and maintains high standards of service in all customer interactions.
Key Contribution Areas
1.Customer Support
* Provide customer support in the language allocated via the CSR pool for an online gaming service via game interface, e-mail or other interfaces
* Monitor in-game interactions, and logged actions of all game players to insure an appropriate game environment for customers of NCsoft Europe
* Respond rapidly to customer enquiries providing complete and accurate information
* Provide efficient follow-up to rectify customer complaints and issues
* Follow all customer inquiries and issues through to resolution
* Maintain high standards of customer satisfaction
* Meet or exceed quality standards and departmental goals established by management
* Complete tasks and projects that are assigned by management that may not fall into the scope of the daily routine
* Keep up-to-date with the standard concepts, practices and procedures within the Online Customer Services field.
2.Communication
* Quickly identify when issues need to be escalated for resolution and follow through on all actions
* Establish regular internal communication with colleagues to share customer information and best practice
* Establish regular communications with other internal departments and provide feedback on customer behaviour
* Establish regular communications with any third party partners
* Contact Network Operation Centre (NOC) in case of server performance issues
3.Administration
* Document all customer enquiries in the required format
* Maintain up-to-date information on customer issues by completing, maintaining and processing the pertinent paperwork and records
* Adhere to all departmental systems and processes
* Create and translate new articles for the Knowledgebase and update existing ones to keep up with the game updates
Key Capabilities
A successful performer in this role will:
* Understand the importance of establishing and maintaining high levels of customer satisfaction and use this yardstick to constantly improve their performance
* Communicate effectively verbally and in writing
* Operate calmly in high stress situations, managing customer expectations and dealing professionally and effectively with irate customers
* Demonstrate a strong customer service ethic
* Display sensitivity and empathy when working across cultures and with individual at all levels within the NCsoft organization
* Draw on a range of techniques and approaches to solve customer problems.
* Proactively provide team members with the information they need to do an effective job
* Listen carefully to the views and opinions of other team members
* Work independently with little need for management supervision
* Exhibit a thorough grasp of PC gaming and multiplayer online gaming
* Scheduling flexibility
* Familiar with standard concepts, practices, and procedures within the field of Online Customer Service
Fluency in English and German essential. Other European languages an advantage – French, Spanish or Italian preferred. Must be flexible with regard to work demands outside of normal working hours.
All interested candidates should send a formal covering letter, CV/resume and salary requirements via email to ukjobs@plaync.com .
Job Purpose and Scope
Reporting to the Customer Support Language Team Lead, the Customer Support Representative (CSR) acts as a liaison between customers and NCsoft Europe to resolve gameplay issues, technical issues and Terms of Service enforcement. In addition the CSR processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
To be successful in this role, a CSR requires knowledge of NCsoft Europe products and services and requires the ability to navigate a computerized data entry system and other relevant applications. Dealing directly with NCsoft customers via game interface, e-mail or other interfaces, the CSR is responsive to customer needs and maintains high standards of service in all customer interactions.
Key Contribution Areas
1.Customer Support
* Provide customer support in the language allocated via the CSR pool for an online gaming service via game interface, e-mail or other interfaces
* Monitor in-game interactions, and logged actions of all game players to insure an appropriate game environment for customers of NCsoft Europe
* Respond rapidly to customer enquiries providing complete and accurate information
* Provide efficient follow-up to rectify customer complaints and issues
* Follow all customer inquiries and issues through to resolution
* Maintain high standards of customer satisfaction
* Meet or exceed quality standards and departmental goals established by management
* Complete tasks and projects that are assigned by management that may not fall into the scope of the daily routine
* Keep up-to-date with the standard concepts, practices and procedures within the Online Customer Services field.
2.Communication
* Quickly identify when issues need to be escalated for resolution and follow through on all actions
* Establish regular internal communication with colleagues to share customer information and best practice
* Establish regular communications with other internal departments and provide feedback on customer behaviour
* Establish regular communications with any third party partners
* Contact Network Operation Centre (NOC) in case of server performance issues
3.Administration
* Document all customer enquiries in the required format
* Maintain up-to-date information on customer issues by completing, maintaining and processing the pertinent paperwork and records
* Adhere to all departmental systems and processes
* Create and translate new articles for the Knowledgebase and update existing ones to keep up with the game updates
Key Capabilities
A successful performer in this role will:
* Understand the importance of establishing and maintaining high levels of customer satisfaction and use this yardstick to constantly improve their performance
* Communicate effectively verbally and in writing
* Operate calmly in high stress situations, managing customer expectations and dealing professionally and effectively with irate customers
* Demonstrate a strong customer service ethic
* Display sensitivity and empathy when working across cultures and with individual at all levels within the NCsoft organization
* Draw on a range of techniques and approaches to solve customer problems.
* Proactively provide team members with the information they need to do an effective job
* Listen carefully to the views and opinions of other team members
* Work independently with little need for management supervision
* Exhibit a thorough grasp of PC gaming and multiplayer online gaming
* Scheduling flexibility
* Familiar with standard concepts, practices, and procedures within the field of Online Customer Service
Fluency in English and German essential. Other European languages an advantage – French, Spanish or Italian preferred. Must be flexible with regard to work demands outside of normal working hours.
All interested candidates should send a formal covering letter, CV/resume and salary requirements via email to ukjobs@plaync.com .
