Senior Customer Support Agent
Product Madness, Ukraine
Job Description
We are looking for an exceptional VIP Customer Support Agent join our team. This role involves providing support,
service and relationship building with high value mobile games clientele on a multi-channel basis to ensure great
experiences with our product as well as their continued satisfaction and retention
Requirements
Skills and Requirements:
As a Senior you will be in a position of responsibility over others, thus you must be able to balance monitoring
individuals’ performance whilst performing to an exceptional standard yourself.
You must be strong at engaging and motivating others within your team and supporting your team leader with
performance management across the department.
Strong rapport building skills and ability to make people feel special. This job is well suited for those who find
genuine enjoyment in building relationships with customers and are comfortable doing so on a multi-channel
basis (chat, email etc.) with a client portfolio to maintain.
Serve as an advocate for the customer throughout the organization.
Decipher, aggregate, and clearly document emergent customer issues from the teams and their escalations to
appropriate internal parties and other team stakeholders.
High level of English speaking and writing
About You:
A Minimum of a 1-year experience as a VIP Manager or Senior CS management.
Be self-motivated with an ability to motivate others and maintain a positive working environment.
Previous experience in customer facing environment, providing exceptional service to VIP/high value clientele -
experience in mobile gaming a plus.
Strong previous experience in the field is a must.
Mastery of customer service fundamentals and ability to anticipate the needs of others.
Strong troubleshooting abilities.
Solid multitasking skills and attention to detail.
Excellent organizational, written, and interpersonal communication skills.
Ability to provide consumable reporting and documentation meeting the needs of stakeholders.
Self-motivated and results driven
Benefits
- Work in the product IT companies
- 20 days of annual leave
- Official employment
- Educational English programs
- Travel to the United Kingdom
- Bonus scheme
- Christmas present
- Events throughout the year
- Modern office in the city center
About Us
Product Madness burst into life in 2007 as the brainchild of two Stanford Business MBA graduates who possessed an
innate love of gaming. Initially, the entrepreneurs developed casual games for Facebook and mobile, before having a
‘light-bulb moment’ in 2009 and refocusing their efforts with laser-guided precision on the exploding social casino
genre. They have been bringing world-class social slots to real slots fans ever since! Now part of Aristocrat Leisure,
Product Madness have published hit titles Heart of Vegas, Cashman Casino, Lightning Link and FaFaFa on Facebook,
iOS and Android platforms and have grown considerably in size over the past year with offices in London, Austin, Las
Vegas and San Francisco.
Product Madness’ dedication to promoting diversity and inclusion is clearly reflected in all our content and across all
our platforms. Diversity is more than a commitment at Product Madnessit is in the core values of what we do. We are
fully focused on equality and believe deeply in diversity of age, disability, sex, sexual orientation, gender
reassignment, maternity, marriage or civil partnership, religion, race and all the other fascinating characteristics that
make us different
.