Customer Service Agent (SAC)

##### São Paulo On-site

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Who are we?

Pipa Studios is a leader in the Social Bingo segment in South America and has been developing mobile games since 2012. Our base is in São Paulo, Brazil, and we operate globally, with a presence in the markets of Mexico, Spain, Italy, France, and the USA.

Our game portfolio is diverse and includes the best-seller Praia Bingo. We are one of the largest gaming companies in Brazil and continue to grow with new products and ideas. We achieve this success by being a group of agile, creative, restless, innovative, and talented people with grand objectives.

Profile

We are growing rapidly and will spare no effort to go even further. We are looking for a committed professional aligned with the company's objectives. Therefore, self-motivation, an innovative spirit, initiative, and empathy are fundamental qualities.

Your role

You will be responsible for offering technical support for our games and resolving player queries through different channels, such as chat, email, and phone. You will also analyze incoming cases, record relevant data, and forward them internally when necessary.

##### Requirements

• Provide technical support via chat, email, and phone;
• Report to leadership on handled cases and main topics brought by customers;
• Ensure a positive customer journey experience, providing service with clarity and empathy;
• Deal with complaints or sensitive situations;
• Possess knowledge of company policies, regulations, and processes;
• Thoroughly know our games to promote effective service.

Requirements

• Excellent oral and written communication skills;
• Previous experience with customer service in digital products (SAC);
• Patience and cordiality in dealing with people. Customer empathy;
• Sense of urgency and action in problem-solving;
• Ease in understanding data analysis and technical support;
• Adaptability to comply with processes and changes;
• Proactivity, dynamism, creativity, and curiosity;
• Organization;
• Emotional intelligence.

Differentials (not mandatory)

• Desirable Intermediate English (written);
• Higher education complete or in progress;
• Knowledge of customer service platforms, such as Zendesk;
• Enjoy playing digital games.

Work schedule

• Monday to Friday. Being: Mon to Wed from 3 PM to 12 AM (home office); Thursday and Friday from 11 AM to 8 PM (ON-SITE at our office).