Customer Service Representative (f/m/d)

at  Travian Games Gmbh

BECOME A CUSTOMER SERVICE REPRESENTATIVE (F/M/D) AT OUR CUSTOMER EXPERIENCE DEPARTMENT TO PROVIDE EXCEPTIONAL SUPPORT AND ENHANCE THE PLAYER EXPERIENCE FOR OUR GLOBAL COMMUNITY.

In the Customer Experience team, we love to fascinate our community with creative content and respond to their problems and wishes. Our unified vision is to create an exceptional player experience using innovative technology and data-driven strategies. We aim to provide a seamless, responsive, and personalized experience for our global player base. Our approach includes Customer Support, Community Management, Customer Relationship Management, Localization and Player Insights. By fostering a culture of data and collaboration, we enhance player satisfaction and loyalty with every interaction, continuously improving our games based on player feedback and market trends.

YOUR SKILLS

• You have profound years of experience in Customer Support or a similar position, with proficiency in using ticket systems.
• You have a passion for and experience with video games.
• You are fluent in English, German and one additional language (French, Russian, Italian, Turkish, Portuguese or Spanish), both written and spoken.
• You possess excellent interpersonal skills and customer orientation, with the ability to communicate clearly and effectively.
• You have strong organizational skills and the ability to handle multiple inquiries simultaneously, with a proactive and solution-oriented approach.

• You manage customer inquiries and complaints through a ticket system, ensuring quick and efficient solutions to customer issues and inquiries.
• You are an integral part of the larger Customer Support department, which works several days a week in our Munich office.
• You create, translate and maintain knowledge base articles of our games.
• You provide feedback about game issues to the Customer Support team and game development teams.
• You assist our Plus Support team and handle payment chargebacks and refunds when needed