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Hutch
,
London, Greater London
CS/Community Specialist job spec
Overview
Job Description
We're looking for someone who is passionate about cars, games, and helping players get the most from our titles in the US/Canadian timezone. Reporting to the Customer Support Manager, the role will mainly focus on Customer Support, interacting with VIP players, helping out on our forums, and direct marketing campaigns using our CRM system with the scope to specialise in one of these roles in the future. Responsibilities: * Respond promptly and professionally to customer enquiries * Handle and resolve customer complaints * Perform and record customer refunds where appropriate * Be the face of the company - work with passion and integrity - respond as a person and be honest and upfront with our customers * Provide feedback on the efficiency of the customer service process * Being the first point of contact for VIP players via our CRM system * Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them, across all products * Initiate campaigns that will drive activity for high net worth customers, ensure that they are generated in a timely manner, results monitored and reported * Monitor the customer base for new VIP customer potential * Localisation of presets and FAQ articles * Work alongside game teams to plan and execute in game events and promotions. * Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes and feedback to game teams. Requirements * Degree level education or equivalent experience (2+ years in a similar role) * Knowledge of helpdesk CRM systems (helpshift, zendesk or similar) * Demonstrable communication skills (excellent written English) * Problem solving * Attention to detail and accuracy Desirable Skills * Racing genre gaming fan: PC, Console and especially Mobile * Bonus for anyone with Strong German language skills Benefits Hutch is a dynamic games studio based in Central London. Founded on a wealth of traditional game development experience, blending a bunch of people who are talented and passionate about making the best free to play games. Our goal is to create the best racing games for mobile. We believe small, focused and empowered teams build the best games and we work hard to maintain an open, transparent and self-determined culture. Founded in 2011, we have released 8 games including Smash Cops, MMX Racing, Hot Wheels:Race Off and MMX Hill Climb with over 250 million players across the world. When we launch a game, that's just the start: we use player feedback and most critically data to figure out how to make each game the best it can be. There are so many opportunities to identify insights in our data that we can't keep up - and that's where you come in.