Customer Service Representative

About Startselect

At Startselect, we're all about providing instant access to digital gift cards for your favourite games and beyond. Based in Eindhoven, we partner up with top brands like Google, Apple, PlayStation, Xbox, Nintendo and Steam.

Whether you’re looking for quick top-ups, game credits, our digital platform makes gaming easy and enjoyable for everyone.

As part of the Recharge Group, we're dedicated to bringing simplicity and fun to prepaid gaming with a presence in 180 countries and a diverse team of 160+ employees from 40+ nationalities, we’re just getting started.

Ready to dive into the future of digital gifting and prepaid solutions with us? Join our team and let’s create something awesome together.

The Role

Do you have a passion for customer satisfaction, do you love gaming and do you enjoy the challenge of helping international customers? Then this position is perfect for you!

As a Customer Support Representative, you always put our customers first. You find satisfaction in answering questions about our products, orders, and payments, and you strive to continuously improve the customer experience. You remain patient and helpful, even if you need to explain something to a customer multiple times. Together with your colleagues, you actively work on handling and preventing fraudulent orders.

With our customer service handling 10,000 questions a month, no day is the same! You identify problems and frequently asked questions and come up with new ways to make our processes more efficient, such as creating content or improving procedures. Thanks to our advanced AI tools, you can focus on the most complex and important issues, improving our department daily with your solution-oriented and positive attitude.

What will I do?

• Supporting customers via email, live chat, social media, and review platforms
• Reviewing, processing, and handling online orders and payments
• Monitoring customer transactions to identify fraudulent activities
• Handling chargebacks and disputes, and actively working on prevention
• Initiating actions to improve the customer experience

Our customer service is available 24/7, but of course you don't need to be available at all times. You will work at our office in Eindhoven during regular business hours, while our colleagues in Surinam cover the remaining times. Working days and hours are flexible in consultation, with two mandatory office days and the possibility to work from home on other days.

What you have

• At least 1 year of experience as a customer service representative in an e-commerce organization
• Excellent command of the English language, both written and spoken
• Enthusiasm, proactivity, and attention to detail
• Ability to assess risks, make independent decisions, adapt quickly, and prioritize tasks
• Experience with Zendesk is a plus

Don’t meet every single requirement? We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

What we offer

• A job for 40 hours p/w at Europe's largest online store for digital entertainment
• A competitive salary & 13th month 
• Great colleagues who are always up for a game in our game room or a game of table soccer
• 25 vacation days on a full-time basis and the option to buy additional vacation days
• Good pension scheme where we pay 50% of your premium
• Hybrid working: 2 fixed days at the office, the rest is allowed from home
• Travel allowance, work from home allowance and furniture for your workplace at home, flexible working hours
• Staff discount on our products
• Opportunity for personal and professional development, it's up to you to take advantage of it!
• Memorable company outings and free entrance to Gamescom: the largest game fair in the world!

The process

1. Apply: Want in? Let us know! Apply for a role and help us get to know your best self.
2. Phone interview: One of our recruiters will get in touch to help you both understand if Startselect is the right next move for you.
3. First interview: You’ll meet with your future line manager together with the Talent Acquisition Lead to talk about you, our culture, and whether you're a fit for the job.
4. Assignment & Second interview: Some roles involve a case study. Great! It’s your chance to shine and show us you have what it takes. You’ll present your case study to the Hiring Manager and someone from the team
5. Third Interview: You’ll meet with key members of the management team
6. Offer: You did it! There are only a few tickets available, and this one has your name on it. Welcome to the team.