Customer Service Representative (f/m/d)

Become a Customer Service Representative (f/m/d) at our Customer Experience department to provide exceptional support and enhance the player experience for our global community.

In the Customer Experience team, we love to fascinate our community with creative content and respond to their problems and wishes. Our unified vision is to create an exceptional player experience using innovative technology and data-driven strategies. We aim to provide a seamless, responsive, and personalized experience for our global player base. Our approach includes Customer Support, Community Management, Customer Relationship Management, Localization and Player Insights. By fostering a culture of data and collaboration, we enhance player satisfaction and loyalty with every interaction, continuously improving our games based on player feedback and market trends.

You are responsible for answering players' inquiries and providing support to ensure they can play and pay successfully, contributing to the overall player experience and success of our gaming company.

• You manage customer inquiries and complaints through a ticket system, ensuring quick and efficient solutions to customer issues and inquiries.
• You are an integral part of the larger Customer Support department, which works several days a week in our Munich office.
• You create, translate and maintain knowledge base articles of our games.
• You provide feedback about game issues to the Customer Support team and game development teams.
• You assist our Plus Support team and handle payment chargebacks and refunds when needed.

• You have profound years of experience in Customer Support or a similar position, with proficiency in using ticket systems.
• You have a passion for and experience with video games.
• You are fluent in English, German and one additional language (French, Russian, Italian, Turkish, Portuguese or Spanish), both written and spoken.
• You possess excellent interpersonal skills and customer orientation, with the ability to communicate clearly and effectively.
• You have strong organizational skills and the ability to handle multiple inquiries simultaneously, with a proactive and solution-oriented approach.

• Interesting tasks & exciting projects within a value based working environment with a focus on knowledge-sharing and an impact on you work
• Organized in-house and external trainings to develop yourself personally and professionally
• A modern and attractive office in Munich with fruits, snacks and events like pizza Mondays and regular company parties
• Hybrid work culture with a mixture of in-office (some days per week) and remote work
• Flexible working hours and 30 days of vacation per calendar year
• Free parking and short walking distance to public transportation
• Choose between a wellness and fitness network with over 6000 partners in Germany, Deutschlandticket or a online platform for language learning
• Select either Windows or Mac, ensuring you have the best tools to excel in your work

Located directly in Cologne on the Rhine, we have been developing quality computer games for communities worldwide for over a decade. Whether you are a soccer manager, a magical plant breeder or a railroad entrepreneurs - here, with us in Cologne, we create inviting worlds for many different tastes that delighted millions of players.

Travian Games Group is a place where we prioritize building diversity, equity, and inclusion because we believe that it results in happier and healthier teams and better games. 

When we say together in games, we mean it. We're a diverse games company from all walks of life, so regardless of race, gender, color, sexual orientation, disability, pronouns, religion, size, or appearance, everyone's welcome at Travian Games. We constantly strive to create environments where everyone feels empowered, creative, and successful. We also encourage applications even if you feel as if you do not tick all the boxes.

Be your authentic you. We wouldn't want it any other way.