Gaming Support Consultant

3 weeks ago

Cambridge, Cambridgeshire, United Kingdom Jagex Limited Full time

We are seeking dedicated Customer Engagement Specialists to enhance our team. Your role is vital in ensuring that every interaction with a player fosters their loyalty to our brand and cultivates advocates for our services and products. You will be responsible for communicating player concerns to senior management and proposing effective solutions. You will embody the Voice of the Player.

The primary focus of this position is to address player inquiries, ensuring optimal player satisfaction while adhering to departmental SLAs and KPIs.

Key Responsibilities:

  • Respond to player inquiries via email with professionalism, efficiency, and quality.
  • Assist players with account and payment-related issues.
  • Engage with players under our Duty of Care policies.
  • Identify player challenges, serving internally as the 'Voice of the Player.'
  • Participate in general project work as required.

Qualifications:

  • Previous experience in a customer-facing role, preferably with an online component, or in a position with transferable skills.
  • Exceptional written English skills, with the ability to craft messages that are positive, personal, professional, friendly, and engaging.
  • Ability to analyze information from various sources and make informed decisions for both the customer and the business.
  • Strong critical thinking abilities and attention to detail.
  • Proficient decision-maker with sound judgment.
  • A strong work ethic and a commitment to accountability.

What We Provide:

Joining Jagex comes with a comprehensive Perks & Benefits package, including:

  • Private Healthcare, including a Dental Plan.
  • Minimum 6% Pension contributions.
  • Employee Assistance Programme & onsite Counseling.
  • Life Insurance.
  • Discretionary annual performance bonus.
  • Enhanced family leave policies from day one.
  • Flexible working hours.
  • 25 days of annual leave plus Bank holidays, with options to buy/sell holidays, and much more.

Applicants should be within a reasonable commuting distance to our office, as there may be occasions requiring in-office work. Additionally, shortlisted candidates will be expected to participate in an assessment day.

Collaboration is central to our culture at Jagex. We value team interactions to share ideas and socialize. If you reside in the UK, we offer a flexible working model that empowers you to work in a manner that suits you best while fostering strong working relationships with your colleagues.

Flexibility is key in establishing work schedules; we will discuss your needs and be transparent about the team's working schedules during the interview process.

About Jagex:

Join us in creating lasting gaming experiences.

Jagex is a dynamic international gaming company with a diverse portfolio of enduring game IPs for core gamers. Our expertise in managing long-term games sets new standards for what sustainable success looks like.

We create environments for our players to connect with each other and with us, both in and out of our games. We empower our players with genuine influence over the evolution of the games. Our community experiences foster a sense of belonging, transforming players into loyal advocates.

These strengths shape our vision of Jagex as a thriving international gaming company with a rich library of enduring game IPs for core gamers. Our forever games will cultivate substantial communities whose loyalty generates consistent revenue.

This drives our mission: to create lifelong fans by empowering our community. We provide players with experiences worthy of their long-term investment and actively collaborate with them to enhance both the games and the community.

If this resonates with you, we encourage you to reach out.

Our Cambridge studio is home to 500 of the industry's most talented individuals; if you share our values and ambitions, we would love to connect. If you feel you may not meet all the listed requirements, remember that your attitude, fresh perspective, and experience are equally important to us. If you believe this could be the right opportunity for you, we look forward to discussing it further.

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