Player Support Agent (German/ French speaking role)
Ubisoft Entertainment
Newcastle upon Tyne
8d ago

Company Description

In the Ubisoft EMEA Consumer Relationship Centre in Newcastle-Upon-Tyne, UK, we are committed to provide our consumers with an awesome experience to enrich players' lives with unique and memorable gaming experiences.

With teams in Consumer Support and Community Management, Ubisoft EMEA CRC is dedicated to defining the standards of player experiences across EMEA region (Europe, Middle-

East, Asia & Australia). Working in close collaboration with the wider business it is key to fulfilling our mission : to enrich players’ lives with unique and memorable gaming experiences.

Our heroes are full of character. Full of their own challenges, hopes and dreams. Just like our team members.

Job Description

We are always on the lookout for creative, entrepreneurial spirits who share our passion for what they do. If you are ready for a challenge, are fluent in written and spoken German OR French alongside English , full of new ideas and ready to play a role in our ongoing success, then we want to hear from you!

As well as being great team players and living and breathing the Ubisoft brand you will also :

  • Consistently provide solutions to our consumers and deliver an exceptional customer experience with every interaction.
  • Support all consumer contacts in the specified native language; using webmail & phone primarily , and potentially forums and social media in coordination with Community Managers.
  • Act with autonomy and creativity to delight and astound customers with knowledge and passion for our products.
  • Look for opportunities to improve the customer experience by sharing consumer feedback and recommendations to internal Production & Business teams.
  • Your mission is to :

  • Monitor allocated territory queues to ensure SLA’s are met.
  • Proficient in troubleshooting technical issues.
  • Develop a deep knowledge of Ubisoft products and process.
  • Provide first contact resolution of customer issues
  • Take personal ownership of customer requests & provide exceptional customer experience as measured through customer surveys and internal SLAs.
  • Support community managers, new projects and the wider business as and when required.
  • Show flexibility to work shifts as needed with an understanding for the demands of the business and our consumers.
  • Qualifications

    You are a skilled professional and expert in the following :

    Strong technical ability ability to troubleshoot effectively in a technical / PC / Gamer support environment

    Good understanding of social media activity, Facebook, Twitter, Your Tube

    Good spelling and grammar

    Quick thinker work proactively

    Good communicator & team player

    Able to work on own initiative

    Experience of Customer Support ticketing tools, a knowledge of Salesforce is a plus

    Active gamer

    Native / mother tongue speaker in French OR German (C2 / Native level) and English (B2)

    Additional Information

    The job will be located in Newcastle-upon-Tyne.

    We offer a competitive salary with a relocation support plus access to the most innovative, cutting-edge and ground-breaking titles on the market.

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