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Customer Engagement Specialist

3 months ago

Cambridge, Cambridgeshire, United Kingdom Jagex Limited Full time

We are seeking dedicated Customer Engagement Specialists to enhance our team. Your position is vital in ensuring that every interaction with players fosters their loyalty to our brand and cultivates advocates for our offerings. You will serve as the Voice of the Player, keeping department leadership informed about player challenges and your proposed solutions.

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

Key Responsibilities:

  • Respond to player inquiries via email with professionalism and efficiency.
  • Assist players with account and payment-related concerns.
  • Engage with players under our Duty of Care policies.
  • Identify player issues, representing their voice internally.
  • Participate in general project work as needed.

Qualifications:

  • Previous experience in a customer-facing role, preferably with an online component or transferable skills.
  • Exceptional written English skills, capable of crafting messages that are positive, personal, professional, and engaging.
  • Adept at analyzing information from various sources to 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.
  • A minimum of 6% Pension contributions.
  • Employee Assistance Programme and onsite Counseling.
  • Life Insurance.
  • Discretionary annual performance bonuses.
  • 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.

Collaboration is central to our culture at Jagex. We value teamwork and the sharing of ideas. Our flexible working model empowers you to work in a manner that suits you best while fostering strong relationships with your colleagues.

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

About Jagex:

Join us in creating forever games.

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

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 to have a real influence on the evolution of our games, fostering a sense of belonging. Our community initiatives provide players with a greater stake in their gaming experiences, cultivating loyal fans.

These strengths shape our vision of a thriving international games company with a diverse library of enduring game IPs. Our forever games will nurture large communities whose loyalty generates consistent revenue.

This drives our mission: to create forever 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 you resonate with our values and ambitions, we would love to hear from you.