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Kolibri Games

(Junior) Player Support Agent (f/m/d)

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Kolibri Games
πŸ‡©πŸ‡ͺ Berlin

We are Kolibri Games - mobile games developer from Berlin. Our games have over 100 million downloads and we are on a mission to become the most player-centric games studio out there.

We believe in players, creating values, learning, but, most of all, we believe in people. We strive to offer you a fair recruitment process and a great candidate experience, as well as a friendly environment to work in, with plenty of opportunities to learn and grow. Help us bring joy to people, we promise you will have fun by doing so

(Junior) Player Support Agent (f/m/d)

We are looking for a keen gamer who can channel this passion to bring world-class customer service to our players. You will directly impact our players' happiness and indirectly assist other departments in constantly improving our games.

You will communicate with our players via email, in-app message and the app stores. You will provide a consistent high standard of customer satisfaction and will help the Community Management team to continuously help players through problems and general game questions.

The role will initially start as a 1-year contract, with the possibility to extend if performance goals are met (Customer Satisfaction, quality and quantity of message output, etc.).

Remote work will be possible for up to four shifts per week when pandemic restrictions are lifted; minimum one shift per week will require on-site presence

Responsibilities

  • Reply to players' questions and feedback via our messaging system Helpshift
  • Handle escalated cases such as payment issues and lost accounts
  • Use various data tools to investigate player issues and resolve their problems
  • Respond to player reviews in the Google Play Store and iOS App Store
  • Create and update internal and external FAQs and templates
  • Assist our QA team with bug reporting and tracking

Required skills

  • Highly motivated and well-organized work approach
  • Excellent written communication in both English and German (at least C1)
  • Passion for games, specifically mobile games
  • Must be available to work Tuesday to Saturday (other options negotiable, but Saturday shifts are a must)
  • Previous experience in customer service

Desirable skills

  • Knowledge of our existing games
  • Other languages a plus
  • Previous experience of digital support tools such as Helpshift
  • Experience creating and delivering presentations

Kolibri Games is an equal opportunity employer. We come from 25 different countries and many different backgrounds. We celebrate diversity and we are committed to creating an inclusive environment for all employees, regardless of their age, gender identity, sexual orientation, ethnicity, religion, physical appearance or disability.

We are an international studio, so don't forget to send in your application in English.

Although it is not mandatory, we always appreciate a cover letter stating your motivation to join us.

We look forward to hearing from you!