Customer Care Agent (English and French)
About The Position
We are hiring a Customer Care Agent 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 agent will handle customer requests via tickets, with potential phone support, in English and French. They will investigate and resolve issues using internal tools and knowledge bases, track, document, and follow up on cases until full resolution, and escalate complex or technical cases to relevant teams when needed. The role also involves identifying recurring issues and contributing 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. The agent will work closely with the Customer Care team, Lead Customer Care Agents, and Responsible Agents. This role offers growth in seniority, allowing for deeper 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 French 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, with potential phone support, in English and French
- 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 in a global product company with talented people
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
