• CSS represents the brand, the culture, and the values of the client • Your attitude and how you behave will determine how our client is perceived by its customers • It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times • Customer concerns must be handled positively and professionally • Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers • Support customers to place online orders with the client. • Provide timely support to customers through available communication channels (inbound phone calls and email). • Processing payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times. • Pro-actively support customers to mitigate the risk of damage to the client’s brand and customer loyalty. • Identify and escalate priority issues through appropriate channels as and when necessary. • Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience. • Maintains and improves quality of service by sharing suggestions and recommendations. • Keeps job knowledge and skills up to date by attending training and continuously learning. • Meets all key performance indicators set by the company and client. • Adheres to the policies and procedures set by the company and client.

• Define and execute the customer support vision, aligning with Community and studio goals. Establish performance standards (CSAT, FTHR, response/resolution times, sentiment, quality). • Manage daily Wordscapes Support operations, including task delegation, prioritization, and performance tracking. Monitor ticket queue and adjust agent resources as needed to maintain efficiency without sacrificing support quality. • Enhance the tagging system to facilitate more accurate analysis of build stability and issue trends. • Identify trends in player issues and actively participate in investigations to accelerate reproduction and resolution. • Keep FAQs updated in line with game developments and identify opportunities to create bot automations, improving the automation-to-agent ratio. • Develop and maintain player policies, including loyalty, VIP, escalation, compensation, and other operational guidelines to ensure consistency and fairness. • Share insights and trends with Product and stakeholders; deliver weekly and monthly reports, raise risks and concerns, flag issue spikes or negative feedback, request CS tool improvements, and advocate for fixes that meaningfully improve player sentiment. • Train and mentor Support Specialists to strengthen investigative, analytical, and communication skills. Identify learning opportunities when tickets are mishandled. • Partner with Analytics to generate and interpret CS dashboards, tracking KPIs, and identifying trends. Enhance internal use of SQL to improve investigations of player progress loss and restorations, as well as resource-related discrepancies. • Act as the escalation point for complex or sensitive player issues. • Drive improvements in CSAT, contact rate, and first-time resolution to ensure high-quality support outcomes.

• Deliver outstanding customer support to German-speaking clients via phone, email, and chat. • Assist customers with inquiries about high-end brand products, providing expertise and personalized service. • Document customer interactions accurately in our CRM system to ensure seamless follow-up and service. • Collaborate with retail teams to maintain product knowledge and enhance customer satisfaction. • Participate in ongoing training to keep updated on luxury trends and product offerings.

• Provide exemplary customer support to German-speaking clients in the automotive insurance and claims sector through multiple communication channels. • Assist customers with inquiries regarding their insurance policies, claims processes, and related issues. • Document customer interactions accurately and comprehensively in our CRM system. • Collaborate with team members to meet service objectives and enhance overall customer satisfaction. • Participate in training programs to stay updated on industry regulations and service improvements.