Customer Care Agent (English and French)

Gameloft

1d • Remote

About The Position

We are hiring a Customer Care Agent to support players of Disney Dreamlight Valley and ensure high-quality, timely resolution of customer requests. This role contributes to a positive player experience, player satisfaction, and excellent service quality. The agent handles requests in English and French, investigates and resolves issues, tracks cases through resolution, escalates complex cases, and helps improve support processes. The role offers growth in seniority and the opportunity to deepen 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.
• Basic digital literacy, including MS Office and CRM/ticketing tools, or the ability to learn them quickly.
• 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.
• Manage workload and prioritize tasks to provide fast, accurate, high-quality resolutions.
• Contribute to improving support workflows and reducing recurring issues.

Benefits

• Competitive salary based on experience and skills.
• 21 days of paid vacation, 5 paid sick days, and national holidays.
• Medical insurance and access to a psychologist.
• Parental leave support.
• Access to an internal learning platform with courses, trainings, and certifications.
• Employee Referral Program with attractive bonuses.
• Full technical support and equipment provided.
• Possibility to work remotely.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed