Executive - Customer Experience

Executive - Customer ExperienceCustomer Experience Agent 2

About Junglee Games

With over 120 million users, Junglee Games is a leader in the online skill-gaming space. Founded in San Francisco in 2012, Junglee is revolutionizing the way people play games. Our notable games include Howzat, Junglee Rummy, Junglee Poker, Junglee Ludo, Junglee Teen Patti, and Carrom Stars.

Over the last decade, we've drawn over 800 of the world's most talented people into our ranks. Our team has worked on international AAA titles and some of Hollywood's biggest hits, but our roots brought us back to build skill games for India.

Junglee Games is not just a gaming business but a blend of innovation, data science, cutting-edge tech and, most importantly, a values-driven culture that is creating the next set of conscious leaders.

If you love games and are passionate about working in a high-energy, no-BS, positive environment that cultivates ownership and independence and provides opportunities for wonderful career growth, Junglee Games is the organization to join.

Responsibilities

• Help in handling customers through all touchpoints - Calls, Emails, Chats & ORM

• Achieve the First Response TAT ,CSAT/CES as per set targets

• Build a rapport with the customers by - Listening, Understanding and Resolving the customer's issue promptly and accurately

• Sharing prompt & accurate resolutions and with positive Customer satisfaction Score

• Provide customer VOC/feedback for further product enhancements.

• Provide highly professional customer service to achieve a high level of customer satisfaction and retention.

• Meet the average response time along with productivity while ensuring you follow all quality parameters.

• Achieve the set productivity as per the set targets to maximize the efficiency

Qualitative Skills

• Seeks clarity and completes tasks as per the requirement defined with guideline .

• Adheres to timelines without compromising on quality.

• Learn to experiment different ways of problem-solving.

• Applies knowledge and skills to a given work area aligned to involved stakeholders' expectations.

• Keen learner, adaptable, and strong, independent contributor.

• Aligns to the short-term priorities for self and understands how it contributes to the team’s goals and outcomes.

• Ability to understand impact on key business metrics.

• Collates relevant business information for decision-making.

• Executes and follows short-term objectives of the team.

• Take measurable steps to improve productivity by providing constructive feedback.

• Seeks supervision/help for regular tasks and solving issues.

Requirements

• Graduate 2+ years of relevant experience

• Ability to understand the customer's query and share the right resolution

• Ability to engage and retain players

• Awareness of all the policies and procedures used to provide seamless support to customers.

• Good knowledge of Tamil and other regional languages will be an added advantage.

• Excellent verbal and written communication skills.

• Proficient in handling Computer and other tools