Bilingual Employee Care Advisor | Remote in Baia Mare

Baia Mare, RomaniaFull-Time Title: Employee Care AdvisorLocation: RemoteStart: ASAPOverviewWe are looking for tele-health agents to provide emotional support and guidance and make a difference to people’s lives. In this role you must have compassion, great listening skills, ability to adhere to strict confidentiality, and be a shoulder of support. The successful candidate will be responsible for providing the first contact for emotional support, advice and guidence to Employees, and conduct health reviews/clinical assessments. It is a fantastic opportunity to develop in a professional healthcare environment and to make a real positive difference. You will have the opportunity to develop a variety of professional skills as well as address constructive, interesting, and rewarding challenges. The diversity of Employees and the problems encountered will allow you to develop your skills rapidly as a healthcare and wellbeing professional. You will manage Employees facing urgent or crisis situations requiring immediate attention via telephone and or live chat. Taking care of Employees means evaluating needs, assessing risks, crisis containment, assisting in single confidential investigatory interview sessions and providing necessary resources to resolve challenges, provide information solutions, and escalating cases to internal professional specialists when necessary.If you are a caring person, have contact centre customer service experience and are interested in helping others, then this role might be for you and we look forward to your application. All applications will be manually reviewed promptly. Responsibilities To provide an efficient and effective confidential telephone counselling and care service to Employees determine the most appropriate type of support or guidence required, i.e. advice, directing to further information, counselling etc.To demonstrate an ability to work with a variety of individuals, including those who are distressed demonstrate a thorough understanding of the Employees situation to help and understand what support is most appropriate. Escalating cases to the internal professional specialists when necessary and provide “in the moment support” and assisting the Employee in decision making strategies, finding solutions, and coping with life changes.To utilise appropriate skills within calls, i.e. working with trauma, conflict management, conflict resolution, crisis management, etc, to arrange follow up and check in calls when deemed appropriate.Understand and embrace a solution focused philosophy in order to help Employees achieve an outcome in the shortest space of time possible.Work to and exceed individual and team goals. For example, an individual goal is to achieve certain KPIs.Personally ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service.Demonstrate the ability to work under pressure and to prioritise call lengths to ensure that call backs are reduced to an absolute minimum by managing high risk calls, providing immediate support and triage to Employees.Demonstrate the ability to provide excellent customer service at all times and upon mutual agreement to undertake structured telephone counselling cases.Work collaboratively with other specialised professionals internally, both clinical and non-clinical teams to ensure a seamless Employee experience.Meet key objectives around call volume and quality. Assisting Employee Assistance Programme (EAP )Teams with other duties including referral work and providing advice to case managers/HR on a need’s basis. RequirementsMust have: C1 English + an additional language (French, Italian German, Spanish, Russian, Polish, or Brazilian Portuguese.Previous telephone experience or customer service/contact centre skills.High level of computer literacy (MS Office, Word, Excel and PowerPoint)High level of organisational ability; ability to work to tight deadlines and targetsHigh level of communication skills, mainly listening and being empathetic. Strong work ethic and professionalism understanding confidentiality.Ability to work over the telephone and through online-chat using strong empathy and listening skillsAbility to adapt to both the ever-changing Employee and organizational needsFlexibility to work shifts, weekends, evenings, holidays etc. as per business needsBe a keen team-player with excellent management skills to prioritise tasks, as well as supporting colleagues as needed, while always keeping in mind the needs of the Employees and the service without feeling overstressed or overwhelmed PC requirements: An internet speed minimum of 10 Mb/s download internationally.A minimum of 4 GB RAM memory.Your computer should run at least a 64-bit version of Windows 8 or newer or a recently released version of macOS.An i5 processor (2,4 GHz or faster), or better/ similar, max. 3 years old.A screen with at least a 1080p Full HD display. External monitors are acceptable.A (smart)phone usable for two-factor authentication that runs at least:Android 4.4 or newer.Apple iOS 10.0 or newer.Your own Webcam, Headset and Laptop/PC and comfortable working area. A separate, secure, private and confidential working environment It would be nice to have, but not essential Previous experience in EAP, crisis management, e-counselling, counselling, or similar.Previous experience with Welfare, Wellbeing, Crisis Management, or Trauma Support.Relevant qualification in Counselling or accreditation with Mental Health, Social Work, Medical or similar field(s)Good clinical judgement and understanding of your responsibilities regarding confidentiality. BenefitsWhat we offer You will be working for the pre-eminent global provider of specialist services to the games industry and provided with full training and the opportunity to work on some of the biggest game clients, titles, projects, and tech in the world.Attractive remuneration, holidays, regular team competitions with great prizes; and inclusion into an extensive social calendar. Our environments thrive with collaborative team-work with people from all around the world, different nationalities, and languages.A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability. We care about the wellbeing of our employees and have a dedicated employee wellbeing programme. We empower our people and offer regular progression opportunities to ensure our employees flourish.Remote/Homeworking with flexible working schedules, a fun environment, and a relaxing culture, including the opportunity to work with the leading technology and creative minds in the world.Learn as you work and be part of something real that changes the face of gaming – forever Who we arePTW is a boutique games services company that provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.In summary, we connect and bring fun to the world.Welcome to PTW, Family of Brands To help us track our recruitment effort, please indicate in your cover/motivation letter where (vacanciesinukraine.com) you saw this job posting.