Customer Service Specialist - 6 Month Fixed Term Contract
More information about this job
Customer Service Specialist – Temporary Contract – Full or Part-Time
Jagex Games Studio is looking for a highly motivated and hard-working Customer Service Specialist to join our Customer Service team based in Cambridge. The successful candidate will help us to deliver world-class customer support to our international online communities.
We have a mixture of full and part time roles available for a fixed term 6 month contract.
Our award winning Customer Service team does things a bit differently - we don’t follow scripts, we speak with our customers with a goal of a putting a smile on a their face. We view this as more important than ticking boxes and it ensures maintain our focus on taking top care of our community of players.
We want people who are open to new ideas, play well with others and are passionate about giving great customer service on a daily basis. This role is crucial in ensuring that every interaction we have with a player increases their loyalty to our brand and creates advocates for our services and products.
In return you’ll receive a competitive salary, options for a sponsored gym membership, private health care, flexible working, cycle repair, free parking and fresh fruit delivered to your team every day.
We also have a full bean style coffee machine that provides hot drinks available throughout the day. Expect to be invited to team events once a quarter as well as company-wide parties to celebrate our successes.
The successful applicants will be able to enjoy our newly refurbished office which includes contemporary break out areas, gaming zones, high tech meeting rooms, a huge Atrium with tiered seating and our very own private bar!
Main Duties and Responsibilities:
Answering customer queries by email
Assisting customers with account security and recovery issues
Helping customers on social media platforms (primarily Twitter)
Reviewing player behaviour to support the moderation of our products
Performing business critical system monitoring
Reconciling payment disputes
Essential Skills and Requirements:
A team player with a great work ethic
Self-motivated and able to work largely unsupervised
Previous experience in some form of a customer facing or support role
Willingness to receive and act on feedback to continuously improve personal performance
Strong decision maker and able to apply sound judgement
Excellent written output including the ability to tailor individual correspondence so it is positive, personal, professional, friendly and engaging
Good understanding of Internet account security issues including two factor authentication and phishing
Ability to review information from a variety of sources and then make a great decision for the customer and the business
An intermediate understanding of the Internet, including knowledge of how IP’s, ISP’s and VPN/proxy servers work
Entry level awareness of common ‘self-help’ tech resolution steps/processes for Internet users
Good / advanced understanding of the history, mechanics and game play of ‘RuneScape’
Tolerance for exposure to inappropriate language and behaviour occasionally shown by people online – including viewing unfiltered player chat logs
Background in Customer Service
Previous games industry or online service experience
Full Time: 39.5 hours a week / Part Time: 20 hours a week
We offer flexible working with the option to choose the shifts you wish to work in advance (subject to operational requirements).
The shifts are typically 8 working hours, the majority of which fall into a regular ‘office day’.
Due to the nature of our global customer base, there is a need for some occasional evening shifts, weekend working and nights. Night shifts are required about once every 4 weeks and offer the additional benefit of working from home. Full training and equipment is supplied.
Temporary 6 month contract for either full or part time hours.
To behave at all times in a professional manner, maintaining a positive and conscientious work ethic whilst also demonstrating initiative and determination to get the job done.
To work effectively with colleagues both within the immediate team and across the company whenever necessary.
To demonstrate a willingness to adapt to the evolving environment of the company, teams and work requirements.
Drive to learn, grown and improve their current skill set and that of the function. Maintaining professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.