Ubisoft Hiring for Player Experience Interactions Agent (Non-Voice) at Pune, Maharashtra Full Time

Ubisoft is composed of over 16,000 talented people located in 5 continents across the globe. The company’s 40+ different creative studios work together each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.

Ubisoft Customer Relationship Center takes care of assisting gamers and is in-line with Ubisoft’s mission: “Player First”.

Job Description

Title : Player Experience Interactions Agent

Reports To: Team Leader, Player Support

Job Description

JOB SUMMARY:
Under general supervision, in an in-bound web ticket and chat environment, the Account Support will provide general customer service included but not limited to technical, payment, and account support.

Assistance must be provided professionally and personally utilizing clear written communication. Customer representatives are required to perform other work as necessary to ensure smooth operation of the team environment and department.

Ubisoft customer representatives are experts in internal troubleshooting procedures and practices and are able to communicate these with full confidence.

Duties and Responsibilties:
Follow established protocols to verify ownership of player accounts, help players regain access to their accounts, and make changes to player account information

Switch between two support modalities (webmail and chat) as determined by leadership staff based on volume, demand, and staffing needs

Address customer concerns and inquiries by interacting in a professional and friendly manner

Use a computer to accurately record customer interactions and support transactions

Use provided resources to research customer issues

Identify and escalate new issues per specified protocol

Where appropriate, redirect customers to other regional support or outside organizations

Participate in training and development activities

Complete tasks as assigned by supervisory staff

Required Knowledge:
Ability to write clearly and accurately following conventional rules for grammar, mechanics and spelling

Demonstrated typing efficiency and accuracy

Proficient use of PC and customary productivity applications

Knowledge of computer systems and gaming platforms

Familiarity with good service practices and core values

Pleasant, patient, and friendly attitude

Ability and willingness to work in a team environment to achieve the greater good

Ability to follow through and achieve action items in a multi-tasking environment

Personal Skills:
Reliable attendance and punctuality, meeting the attendance policies in place

Adapts to change quickly and effectively, maintaining a professional attitude

Flexible to work in shifts

Self-directed focus, achieving tasks in a team environment to provide appropriate outcomes in a timely manner

Interacts with colleagues and customers in a manner which instills confidence in the organization

Accepts and provides feedback in a professional and courteous manner

Develops productive customer relationships by maintaining perspective of their needs in relation to business practices

Effective conflict resolution skills that provide solutions to antagonistic or otherwise stressful situations

Accepts and welcomes diversity of knowledge, capabilities, insights and backgrounds and works effectively with individuals of possessing contrasting or variant backgrounds

Self-imposes high standards for success rather than having standards imposed

Sustains integrity of performance under pressure, change, or job ambiguity due to either of the two

Qualifications:
Affluent English-Speaking Skills

Knowledge and understanding of customer service principles and best practices

Ability to sit for extended periods of time

Availability to work a flexible schedule (varying days and hours)