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    Manager - Customer Service Excellence - Hyderabad, India - Gridlogic

    Gridlogic
    Gridlogic Hyderabad, India

    3 weeks ago

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    Description

    Experience Level:
    You should have about 10 to 12 years of overall experience, with at least 4 years in a leadership position.

    Location: Hyderabad
    Designation: Open based on relevant experience, *experience in Gaming (RMG) / B2C industry is preferred.*

    Overview: If you are a customer service pro, we want you! We need a passionate customer service manager to shape and execute customer support strategies, drive team success, and ensure top-notch customer service excellence. The Head of Customer Service will focus on efficiency, productivity, and continually enhancing support processes.

    Roles and Responsibilities:

    • Build a robust customer support team.
    • Define and enhance the player lifecycle and map their journey.
    • Standardize support at different touchpoints.
    • Segment customer base and develop tailored strategies.
    • Identify areas for improvement and implement best practices.
    • Act as the Voice of Player, leading initiatives to boost player engagement.
    • Enhance overall player experience and foster loyalty.
    • Lead and guide the customer support team to meet goals.
    • Manage daily operations, handle inquiries, and resolve issues promptly.
    • Maintain effective communication with players, addressing their needs promptly.
    • Analyze data to identify trends and enhance the player experience.
    • Collaborate with other teams to ensure a seamless customer experience.
    • Develop and implement customer service policies and standards.
    • Monitor performance metrics and implement improvements.
    • Stay abreast of industry trends and recommend innovative solutions.
    • Promote teamwork and employee engagement within the team.

    Skills & Qualifications:

    • Proven experience in managing customer support.
    • Strong leadership and people management skills.
    • Excellent communication and interpersonal skills.
    • Exceptional problem-solving abilities.
    • Strong organizational and time management skills.
    • Knowledge of customer service best practices and industry trends.
    • Experience with CRM tools like Zendesk, Freshdesk, and Jira.

    *Flexibility to work different shifts is required to meet business needs.*

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