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Customer Service Executive - escalations

Posted 1 February by WayForward Ended

My client is a renowned digital entertainment service that is now looking to recruit a Customer Service Executive to work on escalations that have been escalated from its contact centres around Europe.

The job will involve:

  • Successfully troubleshooting customer account issues, which are escalated via european call centres, within agreed SLAs
  • Maintain good relations with call centre agents.
  • Accurately apply and communicate penalties to consumer accounts according to defined policy.
  • Assist team manager in developing and implementing new policies and procedures.
  • Define, develop and maintain metrics and methodologies to ensure best practice within the team

Experience and skills needed:

  • Essential Experience of Customer Services and Consumer Account Management
  • Excellent written and spoken English to allow clear and effective communication at all times especially to those where English isn't their first language
  • Ability to troubleshoot problems clearly and logically to a successful conclusion Microsoft Excel experience
  • Ability to work under own initiative
  • Experience of working under pressure, in an environment that is rapidly changing and where consumers are extremely demanding
  • knowledge and interest in video games is essential


  • Experience of online services or ecommerce, preferably entertainment industry
  • Ability to detect unusual customer behavioural trends
  • Awareness of Data Protection Act in online environments
  • Understanding of pan European cultural differences that may affect consumer behaviour
  • Experience of operating and managing against defined service levels
  • Moderate knowledge of written and spoken French, Italian, German or Spanish

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Required skills

  • Account Management
  • Customer Service
  • Consumer Services
  • Video Games
  • escalations

Reference: 34371707

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