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For Companies At a Glance
- Tasks: Support gamers by resolving inquiries and issues through email, chat, and ticketing systems.
- Company: Join a dynamic gaming company focused on player satisfaction and community engagement.
- Benefits: Remote work from Spain, training provided, and flexible hours to support global players.
- Why this job: Be the voice of the players and help enhance their gaming experience.
- Qualifications: Good written English skills, interest in gaming, and a positive attitude.
- Other info: Great opportunity for growth in a fun, collaborative environment.
The predicted salary is between 24000 - 36000 ÂŁ per year.
As a Customer Service Representative (Agent), you will be the frontline support for our client’s players. You’ll assist with inquiries, issues and feedback spanning game functionality, account management, in-game purchases, and community guidelines. Your role is vital in preserving player satisfaction, fostering loyalty, and helping bridge communication between our global gaming audience, internal and external teams (e.g., QA, Development, Community & UX).
Key Responsibilities
- Respond promptly, courteously and effectively to player support inquiries via email, chat and/or ticketing system.
- Diagnose player issues (account login, billing, in‑game transactions, technical glitches, user interface issues, platform‑specific problems) and either provide resolution or elevate to the appropriate internal team.
- Document cases thoroughly and accurately, maintaining knowledge‑base entries and player histories for future reference.
- Communicate clearly in player‑friendly language: explain steps, guide through processes, manage expectations for resolution times.
- Monitor recurring patterns in player issues and feedback, liaise with QA/Dev/Community teams to feed actionable insights.
- Uphold company policy, compliance and game‑community guidelines; elevate incidents of abuse, cheating or inappropriate behaviour to the moderation team.
- Maintain high player‑satisfaction metrics (e.g., first‑reply time, resolution time, quality ratings) while adhering to SLAs.
- Contribute to the continuous improvement of support processes, self‑help tools, FAQs and player onboarding materials.
- Stay current with game features, updates and platform changes so you can provide accurate and up‑to‑date assistance.
Qualifications & Skills
- Good written communication skills in English; additional languages are a plus but not required.
- Genuine interest in video games and online communities.
- Basic tech awareness: comfortable using computers, learning new tools, and understanding simple technical concepts (accounts, platforms, updates).
- Technical experience is a plus, such as familiarity with tools like Jira.
- Previous customer service experience is a plus, but motivated entry‑level candidates are welcome.
- Willingness to learn, ask questions and follow processes.
- Positive and empathetic attitude when dealing with players who may be frustrated or confused.
- Ability to work well in a team and take feedback constructively.
- Comfortable working with ticketing tools (training provided).
- Availability to work flexible hours when required to support players in different time zones.
Benefits
- We are offering a fijo-discontinuo contract.
- Training and learning, which will be provided by our on‑site experts so you could learn all the skills needed to perform this job.
- Remote position from Spain.
Customer Service Representative (Agent) Remote from Spain employer: Universally Speaking
Contact Detail:
Universally Speaking Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative (Agent) Remote from Spain
✨Tip Number 1
Get to know the company and its games inside out! Familiarise yourself with their community guidelines and player feedback. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with players who might be frustrated, it's crucial to convey empathy and clarity. Try role-playing scenarios with friends or family to get comfortable with different types of inquiries.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current employees on LinkedIn or gaming forums. They can provide insights into the company culture and even give you tips on how to stand out during the interview process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining our team. Good luck!
We think you need these skills to ace Customer Service Representative (Agent) Remote from Spain
Some tips for your application 🫡
Show Your Passion for Gaming: When writing your application, let your love for video games shine through! Mention any relevant experiences or communities you’re part of. We want to see that you genuinely care about the gaming world and the players.
Be Clear and Concise: Make sure your written communication is easy to read and straight to the point. Use player-friendly language, just like you would when helping someone with a game issue. This will show us you can communicate effectively with our players.
Highlight Your Problem-Solving Skills: In your application, share examples of how you've tackled challenges in the past. Whether it’s resolving a tech issue or helping a friend with a game, we want to know how you approach problems and find solutions.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into our system. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Universally Speaking
✨Know Your Games
Brush up on the latest games and updates relevant to the company. Being able to discuss your favourite games and how they work will show your genuine interest and help you connect with the interviewers.
✨Master the Art of Communication
Practice explaining complex issues in simple terms. Since you'll be helping players with various inquiries, demonstrating your ability to communicate clearly and empathetically will be key during the interview.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved customer issues in the past or how you'd approach common player problems. This will highlight your critical thinking and ability to handle challenging situations.
✨Be Ready for Teamwork Questions
Expect questions about working in a team and how you handle feedback. Share experiences where you collaborated effectively or learned from constructive criticism, as teamwork is essential in this role.