As a Community Support Specialist at Tamatem: you will serve as a liaison between our company and our users by providing problem-solving solutions to end users, ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
You will:
- Manage and solve large amounts of tickets and comments and respond to users in a timely manner.
- Resolve product or service problems by clarifying users’ complaints.
- Build sustainable relationships and trust with users through open and interactive communication.
- Determine the cause of the problem and select and explain the best solution to solve the problem; expediting correction or adjustment and follow up to ensure resolution.
- Provide prospective users with logical advice on our games that can best meet their needs by using the right methods/tools.
- Maintain up-to-date user database through internal and external communications.
- Prepare product or service reports by collecting and analyzing user information and contribute to team effort by accomplishing related results as needed.
- Document and manage all users' inquiries and refer to the product department and/or management by collecting customer information and analyzing customer needs.
- Monitor in-game chat.
- Follow communication procedures, guidelines, and policies.
- Perform other duties, as assigned.
Skills and experience you will bring to us:
- Time management
- Strong communication and interpersonal skills
- Ability to adapt/respond to different types of characters
- Patient
- Teamwork
- Ability to multitask
- Ability to work under pressure
- Strong problem solving skills
- Strong work ethic, team-oriented attitude, flexibility and aptitude to thrive in a fast-paced environment
- Excellent written and verbal communication in English and Arabic
- Good arabic language skills(written)
- Customer Service
- Product Knowledge
- CRM systems and practices
- Good understanding of social media
Requirements
- Minimum of Bachelor’s Degree in Business Administration, Management, Public Relations, or a related field.
- 1-2 years of experience, preferably in mobile gaming companies.
Top Skills
What We Do
Tamatem is the leading mobile games publisher in the Arabic speaking market. We partner with international studios and developers, to localize and make their games culturally relevant for the Arab gamer. Our experience in localization, user acquisition, distribution, cross-promotion, monetization, community, support and whales management we can help get your game on the top of charts, increase revenue and ensure its success in the Arabic market. Whether you are looking to publish a newly successful international game or trying to revive an old hit title, Tamatem is your best partner. We focus on publishing MMO-RPG, strategy, builder, mid-core, SLG, puzzle and trivia games. Tamatem has published over 50 games on both iOS and Android with over 150M downloads. Tamatem is a 500 Startups and Endeavor company with offices in Amman, Jordan.
