Customer Service Champion

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Job Description:

Job Title: Customer Service Champion
Department: Customer Service
Location: This role is anticipated to be a hybrid work position, with some work on-site and some work-from-home. The office location for this role is Cork, Ireland. However, we understand each person’s circumstances may be unique and will work with you to explore other possible options, including remote work arrangements.

Your Mission
Customer Service Champions lead by example and effectively bridge the gap between Customer Service and other departments across the company. We can handle all front-line tasks while taking on the added responsibilities of providing operational and organizational support as determined by CS Management. We support change and build an atmosphere of engaged customer service professionals who consistently preserve Blizzard’s culture of excellence and commitment to quality in every aspect of our work.

What you bring to the table:

Priorities can often change in a fast-paced environment like ours, so this role includes, but is not limited to, the following responsibilities:

• Regularly handle complex customer contacts in all contact channels within the business.

• Provide support to the Customer Service team on a global scale.

• Assist external vendors through Help Desk Contacts and share better practices.

• Point of Contact for department feedback and internal issues, enhancing the relationship with CS and other teams within Blizzard.

• Provide regular reporting and feedback to the business on customer-impacting issues.

• Maintain an accurate account of hours worked via regional tracking resources and report any discrepancies in a timely manner.

• Partner with Customer Service leaders to drive and implement support strategies for various existing and future products.

• Document, report, and provide feedback to direct management on large-scale customer concerns.

• Identify opportunities and provide recommendations to improve processes, tools, culture, and business impact.

• Provide feedback and analytics to external vendors.

• Maintain Subject Matter Expert level of knowledge in one or more key areas of CS operations and a high standard of product and policy knowledge overall.

• Front-line data collection for workflow and service improvement for the CS Organization and other areas of the business as needed.

• Generate reports as needed to appropriate management personnel.

• Assist with knowledge article review and publishing articles externally to deflect incoming contacts.

• Participate in service focussed, business-impacting projects as advised by the manager.

• Other duties as assigned.

Minimum Requirements:

• Previous experience in supporting others and handling approvals and escalations from external vendors.

• Excellent KPI results demonstrating a player centric approach

• Self-motivated with high level of integrity with a proven record of consistent high performance

• Expert knowledge of Customer Service workflows, policies, processes, and escalations with intermediate to expert familiarity with each of Blizzard’s CS departments, their roles, and key contacts.

• Exemplifies Blizzard and CS Core Values.

• Strong organizational skills and meticulous approach to problem-solving

• Obsession for providing great customer service.

• Available to work any shift and flexibility to change shifts to meet the needs of the department.

• Handle multiple channels of support and multiple requests concurrently.

• Intermediate to expert understanding of the troubleshooting process and best practices.

• Intermediate to advanced proficiency with Microsoft Word, Excel and PowerPoint.

• Excellent verbal and written communication and presentation skills.

• Demonstrates clear ability to work independently with minimal direction, thrive in a team environment and delegate tasks effectively.

• Clearly demonstrated passion for ensuring the success of Blizzard and its employees.

Extra Points:

• Excellent knowledge of Blizzard products and services

• Strong growth mindset

• Fluency in non-English language

• Prior involvement in a Customer Service Champion role

• Ability to coach and mentor others who may need assistance or guidance

• Experience supporting other areas of the business.

We love hearing from anyone who is enthusiastic about changing the games industry. Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.
 

Your Platform

Best known for iconic video game universes including Warcraft®, Overwatch®, Diablo®, and StarCraft®, Blizzard Entertainment, Inc. (www.blizzard.com), a division of Activision Blizzard, which was acquired by Microsoft (NASDAQ: MSFT), is a premier developer and publisher of entertainment experiences. Blizzard Entertainment has created some of the industry’s most critically acclaimed and genre-defining games over the last 30 years, with a track record that includes multiple Game of the Year awards. Blizzard Entertainment engages tens of millions of players around the world with titles available on PC via Battle.net®, Xbox, PlayStation, Nintendo Switch, iOS, and Android.

Our World

Activision Blizzard, Inc., is one of the world's largest and most successful interactive entertainment companies and is at the intersection of media, technology and entertainment. We are home to some of the most beloved entertainment franchises including Call of Duty®, World of Warcraft®, Overwatch®, Diablo®, Candy Crush™ and Bubble Witch™. Our combined entertainment network delights hundreds of millions of monthly active users in 196 countries, making us the largest gaming network on the planet!

Our ability to build immersive and innovative worlds is only enhanced by diverse teams working in an inclusive environment.  We aspire to have a culture where everyone can thrive in order to connect and engage the world through epic entertainment. We provide a suite of benefits that promote physical, emotional and financial well-being for ‘Every World’ - we’ve got our employees covered!

The videogame industry and therefore our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business and relationships with industry partners.

We are committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are a disabled individual requiring an accommodation to apply for an open position, please email your request to accommodationrequests@activisionblizzard.com. General employment questions cannot be accepted or processed here. Thank you for your interest. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status, among other characteristics.