Customer Care Agent (English and German)
About The Position
We are hiring a Customer Care Agent (English and German) to support our players worldwide and ensure high-quality, timely resolution of customer requests. This role is key in maintaining player satisfaction and service quality on the Disney Dreamlight Valley project. The daily tasks involve handling customer requests via tickets in English and German, investigating and resolving issues using internal tools and knowledge bases, tracking, documenting, and following up on cases until full resolution, escalating complex or technical cases to relevant teams when needed, and identifying recurring issues to contribute to improving support processes and templates. Success in this role means fast and accurate resolution of customer cases with a strong focus on quality, a high level of customer satisfaction and service consistency, effective workload management and strong prioritization skills, and active contribution to improving support workflows and reducing recurring issues. This role offers growth in seniority, allowing you to deepen your expertise in customer care, player support, and operational excellence within a global gaming company.
Requirements
- Fluent English (written and spoken)
- Ukrainian proficiency
- Upper-Intermediate or Advanced level of German is required
- Basic digital literacy (MS Office, CRM/ticketing tools or ability to quickly learn them)
- Ability to manage workload, prioritize tasks, and work effectively under pressure
- Strong communication, empathy, and customer-oriented mindset
- Problem-solving skills with ownership and responsibility for outcomes
- Calm, organized, and proactive approach in stressful situations
- Ability to collaborate effectively within a team and adapt to changes
Responsibilities
- Handle customer requests via tickets in English and German
- Investigate and resolve issues using internal tools and knowledge bases
- Track, document, and follow up on cases until full resolution
- Escalate complex or technical cases to relevant teams when needed
- Identify recurring issues and contribute to improving support processes and templates
Benefits
- Possibility to work remotely
- Competitive salary based on your experience and skills
- 21 days of paid vacation
- 5 paid sick days
- National holidays
- Medical insurance
- Access to a psychologist
- Parental leave support
- Access to internal learning platform (courses, trainings, certifications)
- Employee Referral Program with attractive bonuses
- Full technical support and equipment provided
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
