Job Description
Join arenaflex, a leading global provider of technical and creative services to the video games market, in our mission to build engaging player communities and offer outstanding experiences. As an Experienced Customer Support Agent for one of our partners, a global sneakers platform, you'll be responsible for making sure our client's customer base is well taken care of by investigating and delivering prompt, quality responses to customer inquiries while also providing valuable feedback to the team regarding the platform functionalities and payment methods in order to improve processes along the way. **About arenaflex** Established in 1998 and floated on the London Stock Exchange’s AIM in 2013, arenaflex is the world’s leading provider of technical and creative services to the global video games market. Our 12,000 employees in 70+ Studios in 26 countries provide graphic art asset production, game development, audio, testing, localization and customer support services to most of the leading video game developers and publishers. We have a proven track record of organic and acquisition-led growth and have successfully acquired and integrated 50+ acquisitions since 2014. **Why Work at arenaflex?** People who work at arenaflex are passionate, talented, committed and resourceful. As a business we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 70 global studios or working together virtually. We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility. We learn at every opportunity to grow ourselves through experience, training and tackling new challenges. This is what makes us Keywordians. **Key Responsibilities** As a Customer Support Agent for one of our partners, a global sneakers platform, you'll be responsible for: * Responding promptly to customer inquiries via email, live chat, and social media, and managing online orders. * Efficiently and professionally addressing customer complaints. * Collaborating with various departments such as Warehouse, Logistics, Operations, and Engineering to achieve customer satisfaction. * Monitoring multiple tasks and ensuring timely resolution of customer requests and inquiries. * Proactively identifying and addressing challenges and opportunities. * Analyzing customer feedback and providing insights to improve service quality. * Delivering an exceptional customer experience in accordance with company standards. * Undertaking additional projects as required. * Assisting in implementing training programs to ensure consistent and high-quality customer service for other agents. **Essential Qualifications** * Native level language skills in Traditional Chinese (Mandarin) & Business level language skills in English. * Flexibility in Shift Schedule. * Experience in the service industry or as a customer support agent. * Previous working experience in the gaming industry. * Passion for games! **Preferred Qualifications** * At least 1 year of experience in customer service or the online retail sector. * Availability to work rotating shifts, including weekends and public holidays. * Good understanding of customer service expectations and practices in the US. * Effectiveness in prioritizing tasks according to daily operational needs. * Strong organizational and problem-solving skills. * Capability to work independently with minimal supervision. * Motivation, enthusiasm, and excellent interpersonal skills. **Skills and Competencies Required for Success** * Excellent communication and interpersonal skills. * Ability to work in a fast-paced environment and prioritize multiple tasks. * Strong analytical and problem-solving skills. * Ability to work independently with minimal supervision. * Strong organizational and time management skills. * Ability to learn quickly and adapt to new situations. * Excellent customer service skills. **Career Growth Opportunities and Learning Benefits** * Opportunities for career growth and professional development. * Access to training and development programs to enhance skills and knowledge. * Collaborative and dynamic work environment. * Recognition and rewards for outstanding performance. * Opportunities to work on high-profile projects and contribute to the success of the company. **Work Environment and Company Culture Highlights at arenaflex** * Collaborative and dynamic work environment. * Recognition and rewards for outstanding performance. * Opportunities to work on high-profile projects and contribute to the success of the company. * Flexible work arrangements and remote work options. * Access to training and development programs to enhance skills and knowledge. * Opportunities for career growth and professional development. **Compensation, Perks, and Benefits** * Competitive salary and benefits package. * Opportunities for career growth and professional development. * Access to training and development programs to enhance skills and knowledge. * Collaborative and dynamic work environment. * Recognition and rewards for outstanding performance. * Flexible work arrangements and remote work options. * Annual Health Check-Up Subsidy – Eligible to receive subsidy during the annual health check-up period, upon having completed probation at that time. * Employee Assistance Program – All our employees have access to professional counsellors on any challenges they are facing, work or non-work related. * Festival Holidays Gift or Voucher – A small token from us to you in celebration of festival events. **How to Apply** If you're interested in joining our team, we highly encourage you to apply. Please submit your application with your updated resume. After reviewing your candidacy, we invite you to an online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. If the interview outcome is positive, we invite you to our online assessment (language and language) to better evaluate your moderation and written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation! **Phases of our Recruitment Journey** 1. You send us your application with your updated resume. 2. After reviewing your candidacy, we invite you to an online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. 3. If the interview outcome is positive, we invite you to our online assessment (language and language) to better evaluate your moderation and written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation! 4. Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated. 5. For some projects there might be a second interview with a Team Lead or an Operations Manager. 6. At the end of our journey - hopefully you will receive an offer and become our new Keywordian! **Equal Opportunities Policy** arenaflex is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees. **By Applying to this Role, You Understand That** arenaflex will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at . Apply for this job