Customer Care Agent (English and Spanish)

<h2>Job Description</h2><p><strong>WHAT YOU WILL BE WORKING ON</strong></p><p><strong>Main challenge</strong></p><p>We are hiring a <strong>Customer Care Agent </strong>to support our players worldwide and ensure high-quality, timely resolution of customer requests. This role is key in maintaining player satisfaction and service quality across multiple live projects, including <a href="https://www.disney-magic-kingdoms.com/" rel="nofollow ugc noopener" target="_blank">Disney Magic Kingdoms</a>, <a href="https://dragonmanialegends.com/" rel="nofollow ugc noopener" target="_blank">Dragons Mania Legends</a>, and <a href="https://minionrush.com/" rel="nofollow ugc noopener" target="_blank">Minion Rush</a>.<u><strong> </strong></u></p><p><strong>What it means on a daily basis </strong></p><ul><li>Handle customer requests via tickets, with potential phone support, <strong>in English and Spanish</strong></li><li>Investigate and resolve issues using internal tools and knowledge bases</li><li>Track, document, and follow up on cases until full resolution</li><li>Escalate complex or technical cases to relevant teams when needed</li><li>Identify recurring issues and contribute to improving support processes and templates</li></ul><p><strong>What success will look like </strong></p><ul><li>Fast and accurate resolution of customer cases with a strong focus on quality</li><li>High level of customer satisfaction and service consistency</li><li>Effective workload management and strong prioritization skills</li><li>Active contribution to improving support workflows and reducing recurring issues</li></ul><p><strong>Who you would be working with</strong></p><p>You will work closely with the Customer Care team, Lead Customer Care Agents, and Responsible Agents to ensure excellent support for our players.</p><p><strong>Your recruitment journey</strong></p><ul><li>Recruiter interview</li><li>Test</li><li>Team interview with Hiring Manager and Language Speaker in English and Spanish</li></ul><p><strong>Where this role can take you</strong></p><p>This role offers growth in seniority, allowing you to deepen your expertise in customer care, player support, and operational excellence within a global gaming company.</p><h2>Qualifications</h2><p><strong>WHAT YOU NEED TO SUCCEED</strong></p><ul><li><strong>Fluent English</strong> (written and spoken) + <strong>Ukrainian proficiency</strong></li><li>Upper-Intermediate or Advanced level of <strong>Spanish </strong>is required;</li><li>Basic digital literacy (MS Office, CRM/ticketing tools or ability to quickly learn them)</li><li>Ability to manage workload, prioritize tasks, and work effectively under pressure</li></ul><p><strong>WHO YOU ARE</strong></p><ul><li>Strong communication, empathy, and customer-oriented mindset</li><li>Problem-solving skills with ownership and responsibility for outcomes</li><li>Calm, organized, and proactive approach in stressful situations</li><li>Ability to collaborate effectively within a team and adapt to changes</li></ul><h2>Additional Information</h2><p><strong>WHAT'S IN IT FOR YOU</strong></p><p><strong>Benefits</strong></p><ul><li>Possibility to work remotely in a global product company with talented people</li><li>Competitive salary based on your experience and skills</li><li>21 days of paid vacation, 5 paid sick days, plus national holidays</li><li>Medical insurance and access to a psychologist</li><li>Parental leave support</li><li>Access to internal learning platform (courses, trainings, certifications)</li><li>Employee Referral Program with attractive bonuses</li><li>Full technical support and equipment provided</li></ul><p><strong>Life at Gameloft</strong></p><p>At<strong> </strong>Gameloft Ukraine, you’ll be joining a studio that creates games enjoyed by millions of players around the world. Our teams work closely across different disciplines to build exciting experiences for PC, consoles, and mobile platforms.</p><p>We also love staying connected beyond work — with regular social events and community activities, both remotely and at our Lviv office.</p><p><strong>How to proceed</strong></p><p>Please apply with your CV in English.</p>