Customer Care Agent, English, French

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Manage customer inquiries through tickets, including potential phone support, in both English and French.

• Investigate and resolve issues utilizing internal tools and knowledge bases.

• Document, track, and follow up on cases until complete resolution is achieved.

• Escalate complex or technical cases to the appropriate teams as necessary.

• Identify recurring issues and help enhance support processes and templates.

• Provide prompt and accurate resolutions to customer cases while maintaining a strong emphasis on quality.

• Ensure high levels of customer satisfaction and consistency in service.

• Effectively manage workload and prioritize tasks.

• Assist in improving support workflows and minimizing recurring issues.

• Collaborate closely with the Customer Care team, Lead Customer Care Agents, and Responsible Agents.

• Participate in a recruiter interview, a test assessment, and a team interview with the Hiring Manager and Language Speaker in both English and French.

• Provide support to players of Disney Dreamlight Valley within Gameloft Ukraine.

⛳️ Requirements

• Proficiency in English (both written and spoken).

• Competency in Ukrainian.

• Upper-Intermediate or Advanced level of French is mandatory.

• Basic digital literacy is required.

• Familiarity with MS Office and CRM/ticketing tools, or the capability to learn them quickly.

• Demonstrated ability to manage workload and prioritize tasks effectively.

• Capacity to work efficiently under pressure.

• Strong communication skills, empathy, and a customer-oriented mindset.

• Problem-solving abilities with a sense of ownership and accountability for results.

• Calm, organized, and proactive demeanor in high-stress situations.

• Ability to collaborate effectively within a team and adapt to changes.

• CV submitted in English is required.

• Successful completion of a test assessment during the selection process is mandatory.

🏝️ Benefits

• Opportunity to work remotely within a global product company alongside talented individuals.

• Competitive salary reflective of your experience and skills.

• 21 days of paid vacation.

• 5 paid sick days.

• National holidays recognized.

• Medical insurance coverage.

• Access to a psychologist for mental health support.

• Support for parental leave.

• Access to an internal learning platform offering courses, training, and certifications.

• Employee Referral Program featuring attractive bonuses.

• Full technical support and necessary equipment provided.

• Regular social events and community activities, both virtually and at the Lviv office.