Bilingual Customer Service Agent - French

About the Employer

Overview

Our Customer Service Agents are responsible for maintaining positive relationships with our game players by helping them with their requests with speed, expertise, courtesy, and enthusiasm. This includes a wide variety of gameplay needs, technical advice, account & billing requests, and product information. Successful candidates will typically have a positive attitude, passion for gaming, analytical thinking, computer savvy, and experience in customer service or contact centers.

Responsibilities

  • Interacting with our customers in all our French language gaming environments
  • Handling customer help-requests for our products and services, including:
    • Requests for product information, accounts, billing, gameplay, and tech help
    • Interactions via email, chat, social networks, and sometimes phone
  • Maintaining a working knowledge of our products and services
    • Our entire catalog of games
    • Current gaming platforms (mostly MS Windows, Xbox, PlayStation, Switch, Mobile)
  • Contributing to content creation for our customer-facing knowledge bases

Qualifications

  • Native-level fluency for French language
    • Excellent verbal and written communication skills
    • Professional communications and documentation skills
    • Must also have business-level fluency in English
  • Experience working in customer service or contact centers
    • Strong customer service ethic
    • Enthusiastic, positive, and professional attitude in all interactions
    • Experience with contact center environments
    • Experience with email support and live support
  • Familiarity with gaming culture / industry
    • General trends in gaming, including multiplayer online gaming
    • Familiarity with online environments and gaming social networks
    • Familiarity with computer hardware, operating systems, and consumer electronics for gaming
  • Ability to work flexible shifts (including some nights, weekends, holidays when products require it)
  • Experience with productivity software including Microsoft Office
  • A passion for any type of gaming

Preferred Skills

  • Previous community management, or public relations experience
  • Excellent editorial skills with the ability to write clearly for a diverse audience
  • Practical knowledge managing or contributing to wikis, or other collaborative knowledge solutions
  • Experience working within an international company or the entertainment software industry

We embrace diversity, equity, and inclusion in everything we do – from recruiting for our studios, publishing and operations to fostering safe and respectful workplaces that encourage collaboration. Our culture is based on principles of respect, inclusion, and fair treatment and we welcome anyone into our family without regard to race, religion, gender identity, sexual orientation, or age.

Our diversity fuels our innovation and inspires us to create game worlds that bring us closer to the global community of players we serve.