Customer Support Representative ? Job Description

Pikpok - Wellington City
new offer (05/07/2020)

job description

PikPok is New Zealand\ 's longest standing developer. Over the last 23 years we?ve created a
Lot of games across a diverse range of genres for a wide range of platforms. Our teams are
Small, and everyone involved can contribute to the decisions that shape our titles. We are
Dedicated to delivering world class player experiences. If you have the same drive to deliver
That quality of service to our customers, then you might be just who we?re looking for!
The ideal candidate will have an exceptional level of empathy for the customer, a proven
Track record in the customer service space, and works well in a dynamic agile environment.
The Customer Support Representative provides front-line customer care for our players, and
Community. They act as a core link in the communication chain between our players, Quality
Assurance, and Development teams. As such they have the primary responsibility of
Responding to, reporting, and escalating any issues or questions raised by players through
Our CRM system(s), player reviews posted on iTunes and Google Play Games, and our social
Media platforms as required.
By working across our Customer Support channels the Customer Support Representative
Will be able to dynamically respond to player queries and feedback to deliver best in class
Customer service.
Reports to the Customer Relationship Manager.Customer Support Representative Core Responsibilities:
Identify, troubleshoot, report, and respond to issues and/or enquiries from our
Players and communities
O Primary channel:
Email based Customer Support queue (Salesforce Service
O Secondary channel:
User Reviews (iTunes, and Google Play)
Provide timely and accurate responses to customer questions via CRM tools
Communicate and escalate technical and/or gameplay issues via appropriate
+64 4 471 2638 · Fax:
+64 4 471 2639 · Online:
Website · Facebook · Twitter · Linked in · YouTube · Instagram
Provide feedback regarding support process, procedure, tools, and methods and
Suggest improvements
Contribute to and/or deliver Customer Support department performance reports as
Contribute to and/or present Customer Support department feedback to
Development teams and management
Meet agreed performance and quality targetsCustomer Support Representative Secondary Responsibilities:
As required, dynamically shift focus between communication and reporting channels
To ensure consistent, timely, and professional customer service delivery regardless of
O May include providing support for PikPok?s Community Management Team
Via our social media platforms (Facebook, Steam, Twitter, etc)
Required Skills
Previous Customer Support or Front-Line customer facing experience ideally within
The I.T., video game, or software development (or associated) industries
Exceptional written and verbal communication skills
Ability to multitask and prioritize effectively
Ability to work individually or within a team as required
Endless levels of empathy and strong sense of ethics
Proficient in MS Office, Google Suite, or similar products
Desired Skills/Experience
Working knowledge of CRM tools (e.G. Salesforce CRM, ZenDesk, Nimble, etc.)
Technical documentation experienceIf this sounds like you, then please apply! PikPok welcomes applications from diverse
Candidates with a range of backgrounds, skills, and experiences.Phone:
+64 4 471 2638 · Fax:
+64 4 471 2639 · Online:
Website · Facebook · Twitter · Linked in · YouTube · I nstagram
Please send your application along with a digital copy of your résumé/ CV to:
Additional contact details can be found below and by visiting us online at w ww.Pikpok.Com

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Customer Support Representative ? Job Description

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