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E-Commerce Specialist

Covid-19 Hiring Update: We’ve transitioned to a work-from-home model and we’re continuing to interview and hire during this time. This role is expected to begin as a remote position. We understand each person’s circumstances may be unique and will work with you to explore possible interim options.

The E-Commerce Support Team at Cloud Imperium Games is a public-facing team responsible for assisting with order, billing, and refund-related issues for players of Star Citizen. Work largely involves assisting with account-, order- and pledge-related issues by diagnosing and troubleshooting a wide variety of consumer issues and requests. Work will also include processing refund requests as well as being trained to identify and review fraudulent behavior.

Duties and Tasks/Essential Functions:

• Deliver a fun level of service and support to our dedicated Star Citizen backers and players, using email, forums, in-game communications and online websites;
• Helps process customer inquiries related to troubleshooting and processing orders and refunds as well as specific pledge-related requests;
• Interact with players both privately and publicly to provide and process information in response to inquiries, concerns, and requests about products and services;
• Assists the Customer Service team when required;
• Follow standard processes and procedures while being allowed to creatively solve problems;
• Redirect problems to appropriate resource;
• Offer alternative solutions where appropriate with the objective of keeping players happy and playing the game;
• Coordinate with our teams across the globe;

Skill and Knowledge Qualifications:

• Good online communication etiquette;
• Ability to speak and write clearly and accurately in English with a demonstrated proficiency in typing and grammar;
• Working knowledge of Windows-based software computer applications and equipment;
• Knowledge of online game communities and player relations and support principles and practices;
• Effective listening skills;
• Willingness to co-operate with others and work to the greater good;
• Multi-tasking capabilities;
• Willingness to be flexible on schedule during peak play periods and during game updates
  

Competencies:

• Exemplary attendance and punctuality
• Demonstrable record of good judgment and accountability
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Focuses and guides self and team members in accomplishing work objectives.
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
• Makes players and their needs a primary focus of one’s actions and works to develop and sustain productive player relationships.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establishes suitable courses of action to ensure that work product is completed efficiently and on time/within certain time limits.
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity).
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective player solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Has a high degree of patience navigating a variety of troubleshooting situations.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Sets high standards of performance for self; assuming responsibility for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Conditions:

• The role may require you to sit for long periods of time
• Must be willing to work through online video and chat with colleagues across the globe
• Reports to: Player Relations Manager UK

If you feel you have something to offer this role, even if you don’t think you qualify for all the above, you should still apply – we are an inclusive employer and if you have potential, talent, and a great work ethic, we want to hear from you.