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Guest Experience Specialist

6 days ago by Kinguin

  Warsaw, Poland

Level: Junior

Contract: Full Time (Paid)

Sectors: Administrative, Customer Service

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Kinguin Esports Performance Center (EPC) in Warsaw is a unique place on the gaming industry map. It serves as the headquarters of Kinguin and is home to the Devils.one teams. It welcomes Esports organizations, casual gamers and gaming journalist, providing the perfect venue to host events, train, meet, or simply have fun. It is a place where gamers’ needs are always front and center - we provide everything they need so they can focus 100% on training!

EPC is currently looking for passionate, gamer-friendly Guest Experience Specialist. We need someone who can make our guests feel welcome, special and eager to come back.

Once you join us, you will find yourself at the center of the Esports world. You will work with like-minded, Esports-loving people who continuously strive to provide the best possible experience for casual and professional gamers alike. You’ll constantly learn and develop new skills. You will have the opportunity to take part in a multitude of projects and events, work directly with Esports organizations and see first-hand how this exciting industry grows every single day.

Duties

  • Front-desk duties - you will be the very first touch point to taking care of visitors in the EPC with the top-notch guest experience in mind;
  • Staying up to date with the Esports world - the teams, players, events, relationships and dynamics inside the industry - and paying especially close attention to our guests’ achievements;
  • Supporting EPC guests from the moment they arrive and ensuring the best possible experience during their stay;
  • Maintaining relationships with our former guests and encouraging them to visit us again;
  • Proactively handling any issues and solving visitors’ queries during their stay in Kinguin Esports Performance Center (EPC);
  • Keeping EPC in good condition, contacting suppliers;
  • Supporting the Guest Experience Agent in preparing, organizing and marketing events;
  • Closely cooperating with the IT Department and reacting swiftly to any IT-related issues encountered by the guests;
  • Regularly reporting on the current situation to the manager and and maintaining appropriate communication and workflow;
  • Ensuring additional entertainment for the guests, organizing trips, sharing knowledge of local culture;
  • Cross-selling company products, both in regards to our online and offline services.

Required skills

  • Knowledge of Esports and gaming industry;
  • Customer Service experience appreciated;
  • Mastery over the English language (any additional foreign language will be an asset!);
  • Readiness to work 12h shifts (2 days of work - 2 days off system), including weekends;
  • Proactive attitude (knowing what the visitors want even before they ask);
  • The ability to interact professionally with all guests (in person, by phone, or email);
  • Creativity, friendliness and knowledge in the area of guest service;
  • The ability to prioritize tasks and work under pressure.

We offer

  • Internal training preparing you for the role;
  • Unique, professional and international workplace;
  • Additional social packages: Multisport card, Medicover health care, kindles and books available to all employees, free food day, birthday cakes, fresh fruit delivery;
  • 50% discount code for games from Kinguin marketplace every two months;
  • Seniority program;
  • A chance to get to know Esports stars in person ;)
  • Plenty of excellent possibilities to gain new experience and for professional development.

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