As a Community Support Specialist at Tamatem: you will serve as a liaison between our company and our users by providing problem-solving solutions to end users, ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
You will:
- Manage and solve large amounts of tickets and comments and respond to users in a timely manner.
- Resolve product or service problems by clarifying users’ complaints.
- Build sustainable relationships and trust with users through open and interactive communication.
- Determine the cause of the problem and select and explain the best solution to solve the problem; expediting correction or adjustment and follow up to ensure resolution.
- Provide prospective users with logical advice on our games that can best meet their needs by using the right methods/tools.
- Maintain up-to-date user database through internal and external communications.
- Prepare product or service reports by collecting and analyzing user information and contribute to team effort by accomplishing related results as needed.
- Document and manage all users' inquiries and refer to the product department and/or management by collecting customer information and analyzing customer needs.
- Monitor in-game chat.
- Follow communication procedures, guidelines, and policies.
- Perform other duties, as assigned.
Skills and experience you will bring to us:
- Time management
- Strong communication and interpersonal skills
- Ability to adapt/respond to different types of characters
- Patient
- Teamwork
- Ability to multitask
- Ability to work under pressure
- Strong problem solving skills
- Strong work ethic, team-oriented attitude, flexibility and aptitude to thrive in a fast-paced environment
- Excellent written and verbal communication in English and Arabic
- Good arabic language skills(written)
- Customer Service
- Product Knowledge
- CRM systems and practices
- Good understanding of social media
Requirements
- Minimum of Bachelor’s Degree in Business Administration, Management, Public Relations, or a related field.
- 1-2 years of experience, preferably in mobile gaming companies.
