Customer Support Representative

About us

Xcite is a dynamic scale up in the Social Gaming Industry . We are all about building amazing entertainment products with the customer experience as the main priority. Our mission is to revolutionize online entertainment.

The role

Join our team and become the face of our company! You'll play a key role in delivering exceptional customer experiences while ensuring their voices are heard.

Your insights will help us continuously improve our services, making a real impact on both our customers and the company.

What you will be doing

• Engaging with customers via Live Chat and Email, providing prompt and friendly support.
• Verifying (KYC) documentation and following up with any additional requests.
• Seeking solutions for complex queries by escalating to the respective department.
• Identifying customer pain points and sharing valuable feedback with management to enhance our services. Investigating technical issues and ensuring they are addressed promptly.
• Collaborating with the rest of the CS Team to ensure a high level of Customer Satisfaction.

What we are looking for

• Fluent in written and spoken English.
• Strong computer literacy.
• Meticulous with great attention to detail.
• Comfortable working in a fast-paced environment and handling challenging situations with a positive attitude.
• Ability to prioritize tasks and manage multiple conversations simultaneously.
• Passion for delivering outstanding customer service and resolving issues efficiently, to also be able to coach and train agents in the future.
• The role suits someone who is comfortable to work different shifts and also take on weekends.

Nice to have

• Experience in the iGaming Industry.
• Familiarity with Zendesk and Confluence.

Benefits

• Competitive salary
• Working in fast-growing company with great opportunities for its employees
• Advantages of developing new processes and has impact to the product
• Dynamic, supportive and easy to get along team
• International culture and multinational environment