Backoffice gaming support: German English

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Employer: TELUS International
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 14.09.2021
    Short company description

    TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation.

    With more than 50,000 team members as well as delivery centers across North and Central America, Europe and Asia, TELUS International serves clients in +50 languages, partnering with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

    Requirements

    Recommended skills set:

    ● Medium level of German and English (B2 in written and oral).
    ● Availability for a full time schedule, covering shifts 24/7, Monday - Sunday
    ● Highly developed sense of integrity and commitment to customer satisfaction.
    ● Demonstrated passion for excellence with respect to treating and caring for customers.
    ● Ability to communicate clearly and professionally, both verbally and in writing.
    ● Has "thick skin" and is able to handle complaints.
    ● Has a pleasant, patient and friendly attitude
    ● Strong self-organization, decision making and analytical abilities.
    ● Strong detail orientation and communication/listening skills.
    ● Possess a strong work ethic and team player mentality

    Responsibilities

    On this role, you would:

    ● Provide quality and professional responses to customers using both pre-generated content and personalized responses via email and chat.
    ● Be adept at adjusting scripted information to match the customer’s needs/inquiry.
    ● Thoroughly and efficiently gather customer information, determine and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions.
    ● Provide quality service and support in a variety of areas including, but not limited to: account verification/assistance, billing, product knowledge, and system troubleshooting.
    ● Assist in identifying, tracking and escalating trending issues.
    ● Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
    ● Become proficient in multiple tool platforms in order to gather, record, update, and relay relevant data to a customer’s inquiry, supervisory escalation, or internal team contact.
    ● Be familiar with the client's moderation guidelines to know when content or an account needs to be removed or banned, or escalated to the mod team

    Other info

    We offer:

    - Stable job - permanent labor contracts
    - Above-average fixed salary, performance bonuses
    - Monthly meal tickets
    - Public transportation and gym subscriptions reimbursement, after the trial period
    - Transportation vouchers for late shifts
    - International career - paid training and international career opportunities
    - Multilingual exposure - improve your spoken and written language skills
    - Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
    - Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long
    - Private medical insurance coverage – we work with one of the best suppliers, Medlife Medical Center where you will benefit from a Professional Package
    - Special discounts across a variety of Banks, Telecoms, Gym & Fitness centres and more