Capcom USA

  • Customer Service Representative

    Location US-CA-San Francisco
  • OVERVIEW

    TITLE:                        Customer Service Rep.                                  DATE: Nov 2018

     

    REPORTS TO:          Associate Manager, Social Media & Community

     

     

    PRINCIPAL RESPONSIBILITIES:

     

    Responsible for all aspects of Customer Support, including but not limited to: responding to customer inquiries; managing the Customer Service knowledge base (database); reviewing, verifying and escalating Consumer Reports of issues with titles and releases; evaluating and compiling reports summarizing customer feedback; collaborating with Capcom global and first-party support teams; assisting various other departments (marketing, community, digital product, submissions, etc.) as needed.

    RESPONSIBILITIES

    MAJOR DUTIES

     

    • Responsible for handling Customer Service inquiries via email, correspondence, BBS moderation, and knowledge base in a timely manner.
    • Use, maintain, and build knowledge base as a tool for customer support and self-service for customers.
    • Monitor incoming inquiries via the Customer Service system and email to evaluate best responses and route to other appropriate departments if warranted.
    • Troubleshoot technical issues, including testing products, and ensure customers get the most out of their gameplay experience.
    • Use all available resources to ensure that approved information is easily available to the consumer via the customer service department.
    • Process product replacements (both in warranty & out of warranty).
    • Work with multiple departments throughout Capcom and first parties to collect data, including collecting and documenting technical issues for newly released game titles for development teams.
    • Work with multiple departments to assist in confirming and tracking live dates for product releases, digital sales promotions for titles, etc. as needed and as time permits.
    • Evaluate incoming inquiries for common trends, escalate and report customer feedback for games on ongoing basis.
    • Coordinate with Capcom Japan Customer Support team to share visibility on current and ongoing issues and track common customer inquiries.
    • Ensure communication to customers is professional and timely. Work with communications team to draft appropriate responses that are in line with company and product messaging.
    • Assist the community team in monitoring customer feedback via forums and social channels, then report back any issues or concerns as needed.
    • Assist with demoing games at events. Some domestic travel may be required.
    • Other projects as assigned by supervisor.

    REQUIREMENTS

    MINIMUM QUALIFICATIONS

     

    • 2-3 years experience in Customer Service environment, preferably with console, handheld, mobile and PC games.
    • MS Office knowledge required.
    • Excellent interpersonal, written and verbal communication skills required.
    • Must have a combination of professionalism, organizational, multi-tasking, technical, and problem solving skills, plus the flexibility to adapt as Capcom’s needs evolve.
    • Possesses a demonstrated ability to work independently and be self-directed when necessary, as well as the ability to work and accomplish goals in a team environment.
    • Strong interpersonal skills and adaptable personality.
    • Proactive, well-organized planner that can work independently to set schedules and manage multiple deadlines at any time.
    • Ability to multi-task and thrive in a fast-paced environment.
    • Team player with a can-do attitude that thrives on collaboration and contribution.
    • Adaptable and solution-oriented in high-stress situations.
    • Critical thinker who can evaluate trends and formulate actionable goals.
    • Strong familiarity with at least some Capcom brands preferred.

    Knowledge of video games required and must be proficient with PC/console/mobile video games, issues unique to online gameplay including moderation and GM responsibilities, and installation/ other technical issues.

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