Manager - Customer Service Excellence

2 weeks ago


Hyderabad, Telangana, India Gridlogic Full time

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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