Pearl Abyss Europe is hiring a remote Customer Experience Specialist to join their team and play a crucial role in delivering exceptional customer experiences for their live service. As a Customer Experience Specialist, you will be responsible for identifying and handling customer issues, collecting player feedback, and ensuring a high quality of service for their live service.
Location
Remote — Work from anywhere in the following locations:
- Germany
- Portugal
- Poland
- Turkey
- Spain
Job Type
- Freelance
Role of the Job
As a Customer Experience Specialist, you will be responsible for ensuring excellent customer service through timely and accurate handling of support inquiries. You will work closely with game masters and community managers to solicit feedback and suggestions for game improvement from the community.
Main Responsibilities
- Handle customer support inquiries through the Support Center, review customer support ticket answers, and further investigate reported issues.
- Handle day-to-day tasks for the game’s live service through internal operation tools, monitor and report on live-service issues and player feedback.
- Coordinate with other Customer Experience Specialists, Game Masters, and Community Managers to solicit feedback and suggestions for game improvement from the community.
- Stay up-to-date on the latest game updates to be able to support the player base properly.
- Perform investigation and documentation on game exploits, bugs, and other serious technical issues in the game.
Qualification Needed
- Native/bilingual level of German and a high level of English proficiency.
- Extensive knowledge and gameplay experience of MMORPG.
- Technical knowledge of online game live service.
- Strong customer service ethic and great interpersonal communication skills.
- Creativity, curiosity, and a willingness to learn and grow.
- Professional and mature demeanor, along with strong time-management and organization skills.
FAQs
What is the company culture like?
Pearl Abyss Europe values a culture of innovation, creativity, and customer obsession.
How do I know if I’m a good fit for this role?
If you have excellent communication skills, previous experience in customer support, and a passion for gaming, this role might be a good fit for you.
What kind of support can I expect?
You will receive training and support from the team, including guidance on tasks and responsibilities.
Can I work flexible hours?
Yes, this role offers remote work options with flexible hours.
What benefits does Pearl Abyss Europe offer?
Competitive salary, opportunities for growth and development, comprehensive benefits package.
What is the team like?
A dynamic and collaborative team of professionals who are passionate about delivering exceptional customer experiences.
Is previous experience in customer support required?
Previous experience in customer support is preferred, but not necessarily required.
What kind of projects will I be working on?
You will be working on a wide range of tasks, including customer support, live service, and community engagement.
How does Pearl Abyss Europe approach professional development?
The company offers training and support to help employees grow and develop in their roles.
What is the salary range for this role?
The salary for this role is competitive, but details are not specified.
How do I stay up-to-date with company news and updates?
You will receive regular updates and news from the team and company leadership.
What is the company’s mission?
Pearl Abyss’s mission is to create high-quality games that bring people together.
What is the company’s vision?
To be a leading developer and publisher of high-end video games.
Salary Package
The salary for this role is competitive, but details are not specified.
Required Documents
- CV
- Resume
How to Apply
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About Pearl Abyss Europe
Company Overview
Pearl Abyss Europe is the EMEA publishing arm of Pearl Abyss Corp, a leading developer and publisher of high-end video games. The company is best known for its highly innovative Black Desert franchise, which has attracted over 40 million players and achieved more than 2 billion USD in lifetime revenue.
History
Pearl Abyss Corp was founded in 2010 and has since become a leading developer and publisher of high-end video games. The company has a strong focus on innovation and creativity, and is known for its highly acclaimed games.