Customer Service Representative (f/m/d)

Do you have a passion for gaming and love building connections with others? Become a Customer Service Representative (f/m/d) in our Customer Experience department to provide exceptional support and enhance the player journey for our communities. 
Languages: German, French, Italian, Turkish, Portuguese, Polish or Czech

As part of the Customer Experience team, you will serve as the bridge between our game teams and players, making sure every player feels heard, appreciated and supported. Our mission is to deliver an exceptional player experience by leveraging innovative technology and data-driven strategies. You will play a key role in providing a seamless, responsive and personalized experience to our global player base, helping foster player satisfaction and loyalty with every interaction.

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, bug reports and complaints through a ticket system, providing quick and efficient solutions to common player issues.
• You assist players in troubleshooting basic technical issues, guiding them through simple problem-solving steps.
• You identify recurring issues and escalate them to the relevant teams to help improve the player experience.
• You keep internal support resources up to date, ensuring you and the team have the tools to address common issues.
• You provide feedback about game issues to the relevant teams, to improve game performance and player satisfaction.
• You work in the Customer Support department several days a week in our Munich office.
• You assist with payment chargeback and refund if needed.

• You have some experience in Customer Support or a similar role and are comfortable using ticket systems.
• You are passionate about and experienced with video games.
• You are fluent in English and at least one additional language (German, French, Italian, Turkish, Portuguese, Polish or Czech). German skills are a plus, but not required. (and can help with getting settled in Munich)
• You have excellent interpersonal skills, with a strong customer-oriented mindset and the ability to communicate clearly and effectively.
• You have strong organizational skills and can handle multiple inquiries at once, with a proactive and solution-driven 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.