The Contact Center Escalation Agent will work as part of a team to provide exceptional customer service in a fast-paced environment in support of The Elder Scrolls Online, Fallout 76 and other ZeniMax Titles. This includes: handling issues that could not be resolved in a timely manner due to uniqueness or as the result of an emerging issue; specific customer cases; contacting customers who did not have an outstanding customer experience; coordinating and assisting in deeper dives or emerging issues and unique cases. ZeniMax Online Studios and Bethesda Softworks offer a fun and exciting environment, creative and friendly coworkers, and some of the most respected franchises and intellectual properties in gaming!
Responsibilities
- Contact customers that were not satisfied with the customer experience they received
- Constantly deliver the highest level of customer support to every customer contacted
- Deliver feedback on processes and agent work to managers
- Resolve and document resolution of unique, highly complex or previously unseen issues
- Coordinate with and become a Subject Matter Expert for key titles; coordinate with other contact center teams, other departments, and development studios on best ways to resolve escalated and emerging customer issues
- Coordinate, communicate and escalate sensitive issues
- Know internal policies and procedures – and when to consider making exceptions to them
- Maintain solid customer relationships by handling questions and concerns with speed, courtesy, and professionalism
- Create processes and work flows so that emerging issues can be resolved and shared with T1/T2 agents
- Perform other duties as assigned by management
Qualifications
- 2+ years experience supporting customers in a contact center environment
- Familiarity with mass response techniques and/or mass action processes for bulk processing
- Familiarity with different mediums of support:
- Mass response
- Forums
- Ability to handle a variety of issues and requests. These include but are not limited to:
- Account
- Technical
- Billing
- In-game
- Terms of Services
- Well-developed soft skills and communication etiquette
- Extraordinary attention to detail and proven ability to follow issues through to completion
- Ability to self-organize, manage work time and multi-task professionally
- Display time flexibility towards shifts as per departmental requirements
- Excellent verbal and written communication skills
- Ability to constantly achieve high levels of quality with every customer contact and interaction
- Excel at team participation and ability to demonstrate high levels of coordination
- Ability to work effectively in a highly dynamic and stressful work environment
Preferred Skills
- Experience working in a 24/7 contact center
- Experience working in a global and multi-cultural environment
- Knowledge and passion for Massively Multiplayer Online Games
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