Junior Player Support Representative (6 months fixed term contract)

Job Description

Delivering value-driven customer service and a better game experience to our players is very important for the Miniclip Player Experience team. Miniclip is looking for a Customer Support Representative to join the team for six months, who would help to handle feedback and complaints, find trends, try to identify the root cause behind the contact and take adequate actions in order to keep our players happy and engaged. You would mostly work with our biggest (8 Ball Pool, Disc Pool Carrom, Ultimate Golf, Mini Football, Golf Battle, Online Soccer Manager, Ping Pong Fury) and/or upcoming games.

What will you be doing at Miniclip?

As the first point of contact for inquiries from our customers, your primary responsibilities will include: 

●      Reviewing incoming questions and feedback about accounts, purchases, game and technical issues

●      Organising, tagging and/or answering tickets based on the defined protocol via our support tool;

●      Detecting trends in inquiries and analyse the reason behind the complaint;

●      Ensuring that the information shared with players is up-to date and correct;

●      Reporting technical issues, bugs and feedback to relevant teams (Production, Art Marketing etc.);

●      Suggesting ideas for improving player experience and our processes;

What are we looking for?

We’re looking for a hard-working, team-oriented candidate who is passionate about providing support to our users. The ideal candidate has:

●      A proven track record of providing value-driven customer service in Technology industry (2+ years of experience);

●      The ability to work under pressure in a fast-paced, agile environment;

●      Excellent attention to detail and ability to follow strict procedures even with repetitive tasks;

●      A customer oriented mindset and ability to adapt and deal with different customers from various cultures;

●      Knowledge of customer service related software, ticketing systems.

●      Ability prioritise and manage time effectively.

●      Excellent communication skills, including fluent written and spoken English;

 The following skills are desirable but not essential: 

●      Experience in the gaming industry;

●      Knowledge of mobile gaming trends and of the mobile market in general;

●      Knowledge in GDPR and global movements on privacy and security;

●      Knowledge in Customer Experience concept;

●      Experience in Programming, Statistics and/or Project Management.;

 Please ensure that you upload your CV and a cover letter in English.

About Miniclip

Miniclip is a global leader in games and one of the world's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 400 million monthly and 65 million daily active users across mobile, PC, console, social, and online platforms. Operating in 12 countries, Miniclip develops and launches games in multiple categories across its 20 studios.

Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally.

To date, Miniclip’s studios and companies have generated more than 10 billion downloads, including the following games: 8 Ball PoolTM, Subway SurfersTM, Golf BattleTM, Football StrikeTM, Carrom PoolTM, OSM - Online Soccer ManagerTM, Football Rivals TM, Pure Sniper TM, Puzzle Page TM, Head Ball 2TM, Motorsport ManagerTM, Darts of FuryTM, Ultimate GolfTM, Mini Football TM, Triple Match 3D TM, Agar.ioTM, and PowerWash Simulator TM.

For more information, visit https://miniclip.com/