German Gaming Support

German Gaming Support Agents in Galway + 2 German team Leader
Interviews in Germany from the 20/02/2012 until the 24/02/2012 included.

Duties and Responsibilities:
• Provide first contact resolution of customer issues via chat, e-mail and/or phones
• A Tier 3 level of support that handles escalations from Tier 1 and Tier 2 agents
• Troubleshoot and handle the most complicated and sensitive of customer inquiries
• Deliver timely and accurate responses to customer questions and requests as determined by internal SLAs
• Take personal ownership of customer requests and provide a BioWare world-class level of support
• Maintain accountability for accurate and timely assistance to our customers.
• Provide exceptional customer experience as measured through customer surveys and internal SLAs
• Maintain security and confidentiality of BioWare's internal information and customer/account information
• Escalate and communicate any customer well-being issues


Skills and Qualifications:

Essential
• Minimum two years experience working in a Customer Service environment
• Excellent Customer Service skills with proven quality track record
• Verbal and written fluency in English & French essential with multilingual fluency in German an advantage
• Moderate computer and advanced typing skills

Desirable, but not essential
• Previous large volume Contact Centre experience
• Previous MMO experience

Person Specification:
• Team player with a positive attitude
• Ability to handle stressful situations
• Willingness to be flexible
• Ability to maintain confidentiality
• Results orientated
• High work standards
• Organised and able to prioritise tasks to meet the changing demands of the business
• Excellent interpersonal skills with ability to form good working relationships with staff at all levels
• Confident and professional in appearance conduct and approach