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Mobile Specialist - Dutch

What an EA Mobile Games Specialist does at EA:

• Provides customers with top level service and experience for mobile games using a range of synchronous and asynchronous communication channels
• Identifies and communicates relevant information to customers and internal teams via verbal and written channels based on validated emerging trends
• Actively engages players to identify root cause and uses experience to resolve all customer issues on the first contact, including future customer needs and issues
• Effectively communicates complex solutions to customers of all gaming skill levels, with a high degree of product knowledge
• Identifies and highlights solutions to close gaps in training and process that may be impacting the service delivered to players
• Partners with other WWCE and EA teams to inform and influence the development and implementation of policies, processes and training
• Identifies and notifies partners of trends or themes in contacts, and collects additional information to aid in solution ing
• Seeks to participate and assist in round tables or brainstorm sessions to improve how we deliver service to mobile players, and to facilitate and support onboarding experience of new team members
• Uses Quality as a mechanism to improve their own delivery and to inform the business on player impacting gaps and trends
• Uses knowledge and experience to protect the integrity of EA player’s accounts, while balancing the delivery of exceptional experience
• Plays EA mobile games to maintain the expertise needed to help players pay, play or progress

The next great EA Mobile Games Specialist needs:

• A passion to help improve the player experience through every interaction
• Exceptional and professional communication skills to represent WWCE with partner teams
• Critical thinking and process analysis with a willingness to bring new ideas to surface
• An ability to be flexible with a strong ability to adapt to change
• An ability to handle multiple tasks simultaneously by being detail oriented, with strong organizational and follow up skills
• Experience using Microsoft Office and Google suite(s)
• A minimum 2 years of customer service experience preferred
• Fluent in English and Dutch