- Build a strong customer support team.
- Define and optimize the player lifecycle and Map player journey
- Develop listening points in the journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in the journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
- Learn from best practices in the industry
- Become Voice of Player within the organization and drive cross-functional initiatives to improve player engagement.
- Develop and implement strategies to enhance the overall player experience and drive loyalty.
- Lead and manage the customer support team, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.
- Oversee the daily operations of the customer support department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.
- Establish and maintain effective communication channels with players, ensuring their needs and concerns are addressed promptly and to their satisfaction.
- Analyze feedback and data to identify trends, areas for improvement, and opportunities to enhance the player experience.
- Collaborate with cross-functional teams, such as marketing, and operations, to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.
- Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
- Monitor and assess customer support performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.
- Stay informed about gaming industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations.
- Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer support team.
- Proven experience in a customer support management role, with a track record of successfully building, leading and managing a customer support department
- Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels of the organization.
- Exceptional problem-solving and decision-making abilities, with a focus on delivering efficient and effective solutions for customer issues and concerns.
- Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.
- Knowledge of customer service best practices and industry trends, with the ability to apply this knowledge to improve customer service operations.
- Minimum of 10 years of experience in customer support management, with at least 4 years in a leadership role.
- Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
- Strong knowledge of customer support principles, practices, and strategies.
- Experience with data dashboards using CRM tools such as Zendesk, Freshdesk, and Jira
- Flexibility to work across various shifts to meet business needs
-
Officer - Accounts
3 weeks ago
Vertiv Co. India**Job Description**: · 1. Revenue & Order Backlog Reporting - LOB Wise · 2. Validation of Price Variance LOB Wise - Product & Service · 3. Service Margins Business wise calculations & analysis · 4. Mnothly Reporting, Key MIS Data, Data Analyst · Desired Background: · 1. Experienc ...
-
Imbc + Diginyze +
4 weeks ago
Futurism IndiaID: 532 | 2-4 yrs | India | careers**Job Title**: "Business Development Executive" · **Relevant Experience**: 2-4 yrs. · **Job Location**: Pune · **Job Requirements/Description**: · Þ Extensive cold calling and Appointment Generation · Þ Proficiently use of search engines and bus ...
-
Sales Coordinator
4 weeks ago
KiwiQA Services India**Job Title**:Sales Coordinator · **Experience Required**:0-6 Months · **Location**:Ahmedabad · **About Us**: · At **KiwiQA Services **, we're at the forefront of quality assurance and software testing solutions. As a leading provider of testing services, we empower businesses wo ...
-
Commercial Attorney-contracts
2 weeks ago
Elevate Services IndiaElevate is recruiting a** **Commercial Attorney** for our **Contracts - Managed Services** team. As a Commercial Attorney, you will be a member of the legal service delivery team for a global client, working closely with Customers, in-house counsel teams in different geographies, ...
-
Customer Service Call Centre Wfh
3 weeks ago
Laxmi Job Consultancy India()- Diploma- Fresher - yrs- Job Type : Full Time- · - Salary : 14500 To 21500 Per Month- Open- Posted : 2/6/2023 1:55:37 PM**Description**: · **Job brief**: · We are looking for a skilled **Call center manager **to supervise daily operations and personnel aiming for maximum effic ...
-
Inside Sales Executive
2 weeks ago
Algoscale IndiaAlgoscale is a leading Data Analytics and AI company with a track record of 260+ successful projects worldwide. We work with businesses of all sizes, from startups to Fortune 100 companies, and have received positive feedback from the community. · We're looking for a talented Ins ...
-
Product Owner
2 weeks ago
NOKIA India**Family Description** · **Subfamily Description** · IT Advancement & Design (ITA) comprises further development of information technologies and IT platforms for business solutions and services. Covers driving of proactive needs analysis ensuring that business needs, demands and ...
-
Customer Service Representative Wfh
3 weeks ago
Laxmi Job Consultancy India()- Diploma- Fresher - yrs- Job Type : Full Time- · - Salary : 14500 To 21500 Per Month- Open- Posted : 2/6/2023 11:12:02 PM**Description**: · **Job brief**: · - We are looking for a customer-oriented service representative.**What does a Customer Service Representative do?**: · A ...
-
Customer Support Executive
3 weeks ago
TerraEagle India**Responsibilities** · - Provide knowledgeable answers to questions about a product, pricing, and availability · - Work with internal departments to meet customer's needs · - Data entry in various platforms · - Planning the training and standardization of service delivery. · - Mo ...
-
Customer Care Executive
3 weeks ago
ZwickRoell GmbH & Co. KG IndiaIndia · ZwickRoell is the world's leading supplier of materials testing machines. Our materials testing machines are used worldwide in R&D and quality assurance in more than 20 industries. For more than 160 years, ZwickRoell has stood for reliable test results, excellent services ...
-
S4 Hana Review Accounting
3 weeks ago
Swedium Global Services IndiaS4 HANA Review Accounting & Reporting(RAR) Professional · Swedium Global is the growing System Engineering and Solution Company, offers services like Semiconductor Engineering R&D Services, Embedded Systems Development, Custom Application Software Development, Web and Cloud Appli ...
-
2) Operations and Client Services Executive
3 weeks ago
Classbuk IndiaAre you looking to join an exciting early-stage startup with the potential for rapid growth? We are a fast-paced and innovative team that is looking for talented and ambitious individuals to join us · If you're looking for an opportunity to make a difference and be a part of a co ...
-
Systems Administrator
3 weeks ago
KnowledgeWorks Global India**Work for us**: · KnowledgeWorks Global Ltd. (KGL) is the industry leader in transformative publishing solutions. A division of CJK Group, Inc., KGL provides specialized content services and innovative technology solutions that drive revenue growth, streamline operations, and en ...
-
Regional Youth Coordinator
2 weeks ago
Jesus Calls Ministries IndiaSkills required:Excellent communication and interpersonal skills. Strong leadership and management skills. You will be responsible for developing, coordinating, and implementing youth programs and services in their respective region ...
-
Orcapod IndiaMust have **Majesco billing **experience at least 2yrs of experience · - BSA with extensive experience in billing. · - Ideally they want talents with **Majesco billing** experience. · - Experience with SQL and Advanced excel will be a plus · - Role: · Test Analyst · - Salary: · 1 ...
-
Operations Associate
4 weeks ago
Trundl India**Summary**: · We are seeking a highly motivated, flexible, organized, and detail-oriented Operations Associate to join our team. You will support the Contracts team to handle the documentation and follow-up. You will liaise with stakeholders and businesses to accurately deliver ...
-
Jd - Pfb
4 weeks ago
Response Informatics India**Implementation Process**: - Responsible for the Functional & technical specification and implementation of the Servicenow Requirements - Provide expertise on all technical questions related to development on of Service Now - Develops the technical solutions, implements them and ...
-
Service Desk/ Help Desk Associate
3 weeks ago
CIEL HR IndiaJob Summary · Service Desk/ Help Desk Associate Exp - 1 + years · Location - Bangalore / Noida · Notice Period - Immediate to 15 days · Helpdesk Associate at Grade-4 position in Service Desk · Must be a Graduate. · Good communication skills with 6+ months of international calling ...
-
Industry Solutions Advisor
3 weeks ago
Milestone Digital India-Full Time · 9 am - 5 pm · : · - Provides industry expertise of tools, technologies and best practice processes in a consultative manner to client base for purpose of assessing client needs and recommending solutions to unique problems. · : · - Uses knowledge base gained through ...
-
Pm- M&a
3 weeks ago
CAPCO India**Job Title: Project Manager** · ***About Us** · "Capco, a Wipro company, is a global technology and management consulting firm. Awarded with **Consultancy of the year in the **British Bank Award** and has been ranked **Top 100 Best Companies for Women in India 2022 by **Avtar & ...
Manager - Customer Service Excellence - india, India - Gridlogic
3 weeks ago
Description
Experience Level: Overall, 10 to 12 years, with a minimum of 4 years in leadership role.
Location: Hyderabad
Designation: Open based on relevant experience
Experience in Gaming (RMG) / B2C industry is preferred.
Overview
We are looking for a customer service manager to build & balance customer support strategy and delivery while championing people management to achieve excellence in customer support. The Head of Customer Service will ensure cost-effectiveness, productivity, and continuous improvement in support procedures.
Roles and Responsibilities
Skills & Qualifications
