Principal Accountabilities

Coordination:

· Closely collaborate with all the membe of the Game Team (PM, GMM, Prod) to bring solutio to Customer Care cases

· Update & share, for the assigned games, a database of all cases accessible by all the membe of the Game Team and Worldwide CC agents

· Coordinate a coistent flow of information between the local Game Team and the Global Customer Care Teams located all around the world (Kharkiv, Mexicali, Saigon, etc.)

· Coordinate with the Game Team to solve all the issues escalated by coume

· Liaise with the Game Community Manager to support a coistent communication on all Gameloft channels

· On special cases (around 10/20% of the time), handle coume complaints when escalated by the Global Customer Care teams or any other internal team on the allocated games

Expertise

· Have a compreheive and in-depth knowledge of the allocated games by playing them on all devices (iPhone, iPad and top 5 master Android devices)

· Coordinate with relevant teams to define a coistent Coumer experience on all levels and topics: ba, piracy, compeation, etc.

· Push for a coistent end-user experience (accessibility of CC ingame, etc.)

Reporting

· Send a Customer Care update per game on a regular basis, including a both quantitative and qualitative analysis of the coume’ feedbacks

· Report to the Product Manager (local) and Global Coumer Relatiohips Manager (Paris HQ) on a regular basis

Requirements and expectatio:

- 1 to 3 yea of experience with custome (marketing area/entertainment industries a big plus)

- Passion for games and a good video game experience (knowledge of game styles and gaming experiences)

- Computer Literate (Internet Browsing, Windows, MS Office)

- Excellent command of English language, both verbal & written is a must (second language is a BIG plus)

- Postgraduate diploma in Marketing, Communication, IT, Literature, etc.

- Common see and outstanding analysis skills

- Outstanding communication skills

- To be able to handle custome complaints, even when handling unpleasant custome

- To demotrate the ability to cooperate with a variety of people and achieve results

- Good peonal-relatiohip manager

- Team-Player, who can play different roles in the team

- Improve and maintain the communication with Gameloft Custome

- Accept night shift work 7:00pm--2:00am