Customer Support Specialist (Gaming account / WFH)

Position: Intermediate Role
Work Type: Full-time
Schedule: SHIFTING
Set-Up: WFH 
Location: 1880 Bldg., Eastwood Ave., Libis, QC

The Role:
We are looking for an exceptional VIP Customer Support Agent join our newly created team here in London. This role involves providing support, service and relationship building with high value mobile games clientele on a multi-channel basis to ensure great experiences with our product as well as their continued satisfaction and retention.

Skills and Requirements:

• Strong rapport building skills and ability to make people feel special. This job is well suited for those who find genuine enjoyment in building relationships with customers and are comfortable doing so on a multi-channel basis (chat, email, telephone, etc.) with a client portfolio to maintain.
• Ability to spot patterns in customer behaviour on both an individual and aggregate level and develop plans to positively impact their experience based on this knowledge.
• Serve as an advocate for the customer throughout the organization.
• Decipher, aggregate, and clearly document emergent customer issues from the teams and their escalations to appropriate internal parties and other team stakeholders.

About You:

• Previous experience in customer facing environment, providing exceptional service to VIP/high value clientele – experience in mobile gaming a plus.
• Strong previous experience in the field is a must.
• Mastery of customer service fundamentals and ability to anticipate the needs of others.
• Strong troubleshooting abilities.
• Solid multitasking skills and attention to detail.
• Excellent organizational, written, and interpersonal communication skills.
• Ability to provide consumable reporting and documentation meeting the needs of stakeholders.
• Self-motivated and results driven.