Customer Care Agent

WHAT YOU WILL BE WORKING ON

Main challenge

We are hiring a Customer Care Agent to support players of Disney Dreamlight Valley (https://disneydreamlightvalley.com/) and ensure high-quality, timely resolution of customer requests. This role plays an important part in delivering a positive player experience, maintaining player satisfaction, and ensuring excellent service quality.

What it means on a daily basis        

• Handle customer requests via tickets, with potential phone support in English
• Investigate and resolve issues using internal tools and knowledge bases
• Track, document, and follow up on cases until full resolution
• Escalate complex or technical cases to relevant teams when needed
• Identify recurring issues and contribute to improving support processes and templates

What success will look like                

• Fast and accurate resolution of customer cases with a strong focus on quality
• High level of customer satisfaction and service consistency
• Effective workload management and strong prioritization skills
• Active contribution to improving support workflows and reducing recurring issues

Who you would be working with

You will work closely with the Customer Care team, Lead Customer Care Agents, and Responsible Agents to ensure excellent support for our players.

Your recruitment journey

• Recruiter interview
• Test
• Team interview with Hiring Manager and Language Speaker in English

Where this role can take you

This role offers growth in seniority, allowing you to deepen your expertise in customer care, player support, and operational excellence within a global gaming company.

Qualifications

WHAT YOU NEED TO SUCCEED

• Fluent English (written and spoken) + Ukrainian proficiency
• Basic digital literacy (MS Office, CRM/ticketing tools or ability to quickly learn them)
• Ability to manage workload, prioritize tasks, and work effectively under pressure

WHO YOU ARE

• Strong communication, empathy, and customer-oriented mindset
• Problem-solving skills with ownership and responsibility for outcomes
• Calm, organized, and proactive approach in stressful situations
• Ability to collaborate effectively within a team and adapt to changes

WHAT'S IN IT FOR YOU

Benefits

• Possibility to work remotely in a global product company with talented people
• Competitive salary based on your experience and skills
• 21 days of paid vacation, 5 paid sick days, plus national holidays
• Medical insurance and access to a psychologist
• Parental leave support
• Access to internal learning platform (courses, trainings, certifications)
• Employee Referral Program with attractive bonuses
• Full technical support and equipment provided

Working Schedule

• During the probation period: Day shifts starting at 09:00 or 10:00, with 8 working hours and a 1-hour lunch break.
• Night shift: 19:00 - 02:00

How to proceed

Please apply with your CV in English. Qualified candidates will be invited to complete a test assessment as part of the selection process.

- Fluent English (written and spoken) - Ukrainian proficiency - Basic digital literacy (MS Office, CRM/ticketing tools or ability to quickly learn them) - Ability to manage workload, prioritize tasks, and work effectively under pressure - Strong communication, empathy, and customer-oriented mindset - Problem-solving skills with ownership and responsibility for outcomes - Calm, organized, and proactive approach in stressful situations - Ability to collaborate effectively within a team and adapt to changes