Back to search.BioWare Ireland, a division of EA Games - French Customer Service Representatives
| Employment Type: | Contract |
| Location: | Galway - West, Ireland, Galway |
| Salary: | Competitive Salary Offered |
| Languages: | English, French |
| Required Languages: | 2 |
Advertiser Details
- Name:BioWare Ireland, a division of EA Games
- Posted:12-04-2012
- Code:43428
BioWare French Customer Service Representatives (CSRs) will be experienced service specialists supporting BioWare customers via chat, email and/or phones for our next up and coming game, Star Wars: The Old Republic (TM). Through problem identification, troubleshooting, education and resolution, the French CSRs will be required to provide innovative and exceptional customer experience. As a key member of BioWare, French CSRs are expected to maintain BioWare’s culture of excellence and commitment to quality in every aspect of their work and display an unparalleled understanding of our games.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.
Duties and Responsibilities:
• Provide first contact resolution of customer issues via chat, e-mail and/or phones
• A Tier 3 level of support that handles escalations from Tier 1 and Tier 2 agents
• Troubleshoot and handle the most complicated and sensitive of customer inquiries
• Deliver timely and accurate responses to customer questions and requests as determined by internal SLAs
• Take personal ownership of customer requests and provide a BioWare world-class level of support
• Maintain accountability for accurate and timely assistance to our customers.
• Provide exceptional customer experience as measured through customer surveys and internal SLAs
• Maintain security and confidentiality of BioWare’s internal information and customer/account information
• Escalate and communicate any customer well-being issues
Skills and Qualifications:
Essential
• Minimum two years experience working in a Customer Service environment
• Excellent Customer Service skills with proven quality track record
• Verbal and written fluency in English & French essential with multilingual fluency in German an advantage
• Moderate computer and advanced typing skills
Desirable, but not essential
• Previous large volume Contact Centre experience
• Previous MMO experience
Person Specification:
• Team player with a positive attitude
• Ability to handle stressful situations
• Willingness to be flexible
• Ability to maintain confidentiality
• Results orientated
• High work standards
• Organised and able to prioritise tasks to meet the changing demands of the business
• Excellent interpersonal skills with ability to form good working relationships with staff at all levels
• Confident and professional in appearance conduct and approach
Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation and games.
Please Note:
Applicants must be eligible to work in Ireland without company sponsorship.
This position will have a high requirement for late night, shift based hours
IMPORTANT NOTICE:
You are now going to be redirected to EA Games’ Careers Portal where you will need to register your details & apply for this position for your application to be received by BioWare Ireland, A Division of EA Games.
If you are an active TLJ user you will be redirected immediately. If you are new to TLJ you will have to register with us first.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.
Duties and Responsibilities:
• Provide first contact resolution of customer issues via chat, e-mail and/or phones
• A Tier 3 level of support that handles escalations from Tier 1 and Tier 2 agents
• Troubleshoot and handle the most complicated and sensitive of customer inquiries
• Deliver timely and accurate responses to customer questions and requests as determined by internal SLAs
• Take personal ownership of customer requests and provide a BioWare world-class level of support
• Maintain accountability for accurate and timely assistance to our customers.
• Provide exceptional customer experience as measured through customer surveys and internal SLAs
• Maintain security and confidentiality of BioWare’s internal information and customer/account information
• Escalate and communicate any customer well-being issues
Skills and Qualifications:
Essential
• Minimum two years experience working in a Customer Service environment
• Excellent Customer Service skills with proven quality track record
• Verbal and written fluency in English & French essential with multilingual fluency in German an advantage
• Moderate computer and advanced typing skills
Desirable, but not essential
• Previous large volume Contact Centre experience
• Previous MMO experience
Person Specification:
• Team player with a positive attitude
• Ability to handle stressful situations
• Willingness to be flexible
• Ability to maintain confidentiality
• Results orientated
• High work standards
• Organised and able to prioritise tasks to meet the changing demands of the business
• Excellent interpersonal skills with ability to form good working relationships with staff at all levels
• Confident and professional in appearance conduct and approach
Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation and games.
Please Note:
Applicants must be eligible to work in Ireland without company sponsorship.
This position will have a high requirement for late night, shift based hours
IMPORTANT NOTICE:
You are now going to be redirected to EA Games’ Careers Portal where you will need to register your details & apply for this position for your application to be received by BioWare Ireland, A Division of EA Games.
If you are an active TLJ user you will be redirected immediately. If you are new to TLJ you will have to register with us first.
You cannot apply for this job as it is no longer active.
