Process Specialist Job in Hyderabad at Electronic Arts Inc. (EA)

Electronic Arts is hiring for the position of Process Specialist!

Responsibilities of the Candidate:

• Provide customers with top level service and experience for a single title, product or service
• Communicate with customers and internal teams via verbal and written communication (phone, chat, e-mail)
• Aim to resolve all customer issues on the first contact, including future customer needs and issues 
• Communicate with customers of all gaming skill levels with high product knowledge
• Identify gaps in training and process, and works with internal teams to improve for all Advisors
• Partner on the development and implementation of training and processes
• Assist in delivering classroom training for area of focus
• Participate in round tables with studio teams for area of focus
• Build positive relationships with Product Experts, Trainers and Content Team
• Maintain exemplary quality standards 
• Identify and notifies studio of trends or themes in contacts and collects additional information to aid in the solution
• Play the game to maintain knowledge to help players pay, play or progress

Requirements:

• A passion to help improve the business through every customer interaction
• Exceptional and professional communication skills to represent WWCE with studios
• De-escalation/retention experience to get players back in the game
• Strong understanding of WWCE processes and workflows
• Critical thinking and process analysis with a willingness to bring new ideas to surface
• “Can-Do” and upbeat personality with a passion to encourage the same for team members 
• 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) 
• Willingness to travel if required 
• A minimum 2 years of customer service experience preferred