King is a worldwide leader in cross-platform, bite-sized games on mobile, Facebook and the web. King created Candy Crush Saga, one of the most popular and highest grossing mobile apps across the globe and Facebook’s #1 app. King currently has over 225 million monthly players generating over 30 billion game-plays per month across mobile, Facebook and the website. Across all platforms, King now has more than 100 million daily players. The company offers more than 160 exclusive games in 14 languages through, on mobile and tablets, and on Facebook.
As a Customer Support Specialist you will be responsible for providing personalized assistance to King's VIP players, working in a newly built team. You will have the following responsibilities:
- Effectively assist customers via different modes of contacts inbound and outbound. Phone is not involved in the customer service, instead it will consist of innovative tools to monitor customers' performance such as:
· Forum monitoring
· Content editing in blogs
· Chat
· Assistance through social media: Facebook, Twitter, Instagram etc.
Other responsibilities:
- Maintain high levels of productivity and quality standards following set guidelines
- Adhere to standard operating practices and follow compliance guidelines
- Contribute to process improvement
- Keep yourself up to date and consistent in terms of process knowledge
- Maintain high levels of engagement
- Collect feedback/suggestions from players and report/escalate frequently to your line manager
- Make outbound calls in various scenarios and for various reasons
We are looking for a person who has the following skills and abilities:
Languages
- Japanese at a business or proficient level
- Excellent English
Experience
- Previous experience in a Customer Service Environment
- Forum monitoring experience/account management experience are desired
- Understanding how to positively impact customer experience
Technical Skills
- Advanced MS Excel skills
- Demonstrable analytical skills
Soft Skills
- Dedication to provide excellent customer experience
- Intellectual dexterity
- Excellent communication and interpersonal skills
- Being passionate about the gaming indutry and interactive games
- High integrity
- Open to work in a flexible and fluid environment where the job will evolve over time
- Able to work in a team environment with maturity
- A curious and fast learner
- Opportunity to be part of King!, a leader in the mobile and internet gaming industry
- Competitive salary
- Multicultural and international environment
- Paid training provided (1 month)
- 7.5% bonus granted every 6 months and depending on company's overall performance
- Be part of a young and enthusiastic team
- Professional Development
- Relocation package provided
- Numerous Social benefits: restaurant card, private medical care, unlimited acces to the gym (located within office premises) at much more
