Behind the Scenes: Customer Support

Stuffy cubicles, the endless ringing of phones, a call center: That’s what many people have in mind when they think of customer support, so we asked our Customer Support team if the cliché holds true.

Hi team, can you tell us a bit about who you are?

Of course! We’re a diverse team of 20 people from several countries. Some of us have been with the company for over ten years, which also brings a lot of experience to the table.

What does your workday look like?

Our main task is to help our players with questions on technical issues, game rules, payment, or fair play via e-mail and telephone. With such a large international player base, we also take care of user accounting, localizing our website into many languages, and fraud prevention.

Within our team we work as closely together as possible with regular team meetings and stand-ups, but we also gather and discuss valuable player feedback with other teams to ensure our motto “bringing people together to have a good time with games”.

(Sun Knight grants CS team his powers)

What do you like about GameDuell?

What we especially like here is that there’s always someone around in case we want to discuss a tricky case. GameDuell prides itself on being customer-centric which means our focus is not on answering as many emails as quickly as possible, but on customer satisfaction, going the extra mile to make our players happy and to solve their issues. We’re definitely not a call center where you only see your colleagues through the walls of a cubicle. The area where we work, just like the rest of the GameDuell office, is open space, bright, and with lots of windows and glass walls.

We are a respected part of the company and are always in the midst of activities. Through our flat hierarchies and customer focus, it’s always possible to talk to people in different teams, such as a programmer, and what we say is taken seriously.

But most importantly, many of our players are long time patrons with whom we’ve built a good relationship. :-)

Do you have a favorite story from working in Customer Support at GameDuell?

Everyone in the team has at least one phone conversation or email case that sticks in their mind. Whether it’s a funny slip of the tongue on the phone or managing to help a player with little computer knowledge to delete their cache and cookies, we always have something to laugh about or feel proud of. But some things are just incredibly sweet, for example, a very nice player who sent us homemade treats for Christmas.

If you want to be part of our lovely Customer Support team, check out our job openings here!

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