Player Services Specialist (Customer Service Representative) Mesmo, Inc.
THIS JOB HAS EXPIRED Our players mean the world to us--they are, after all, the reason why we?re here! And we strive to exceed their expectations at every turn. As a Player Services Specialist, you will be responsible for utilizing multiple resources (website, support tools, knowledge base, and more) to research and resolve customer inquiries, respond to customers in a timely and respectful manner, and improve customer satisfaction and retention. You will also be responsible for actively listening to customer feedback to help identify and escalate potential app/game issues to senior team members and/or additional departments for further investigation and resolution, while managing customer expectations and providing timely updates. In addition, you will be an integral member of the CRM team?becoming the voice of our player and ensuring our elite players are given the VIP treatment.
Note: this position will be based in San Francisco, CA and will report into Waltham, MA.
Research and resolve customer concerns related to a myriad of technical, billing, and/or functional issues
Utilize multiple resources such as knowledgebase, website, and support tools to research and resolve customer issues and respond to customers in a timely and respectful manner
Understand customer issues and provide excellent customer support via e-mail, phone and message boards
Enter accurate information into the support tools regarding customer communications
Escalate issues to management when necessary
Analyze customer data, identify trends and report on findings
Represent the voice of the player internally with the Player Services, Product and Marketing teams
Other duties as assigned
Customer service oriented
Extremely organized and detail oriented
Strong time management skills and ability to prioritize duties without direction
Resourceful; takes initiative
Demonstrated ability to deliver high quality service within agreed upon timeframes
Ability to navigate challenging situations in a positive and professional manner
Ability to deliver good news (easy) and bad news (not so easy) in a way that demonstrates to the customer that we?ve heard them, we understand their issue, and are working hard to resolve it.
Strong written and verbal communication skills
Team player?helpful, willing to pitch in, goes the extra mile, shares ideas
College Degree preferred
Parature (or other ticket system) knowledge a plus
||San Francisco, CA |
THIS JOB HAS EXPIRED