Player Services Representative

2 weeks ago

Bengaluru, Karnataka, India GSN Games Full time

GSN Games (A Scopely Company) is looking for a
Player Services Representative to join our Casino game team in India.

About Scopely:
(
GSN Games, part of
Scopely since 2021)

It's proprietary technology platform Playgami supports one of the most diversified portfolios in the mobile games industry.

Recognized multiple times as one of Fast Company's World's Most Innovative Companies, Scopely is a multi-billion-dollar business due to its ability to create long-lasting game experiences that players enjoy for years.


Scopely is fueled by a world-class team and has global operations in Australia, Boston, Barcelona, Bengaluru, Boulder, Dublin, London, Kyiv, Los Angeles, Palo Alto, Seoul, Seville, Shanghai, Singapore, San Francisco, Tokyo, Washington D.C., with additional game studio partners in seven countries across four continents.


Scopely acquired GSN Games from Sony Pictures Entertainment in October 2021 and subsequently GSN Games' successful free-to-play mobile game titles: Tiki Solitaire Tripeaks, Bingo Bash and GSN Casino are an important part of Scopely's portfolio.


Jackpot About the GSN Games Casino Studio:
GSN Casino, one of the popular slot games in the social casino market, is looking for stellar hires to help
fuel our growth. If you're looking for an opportunity to join a global team, working on a world-class
entertainment product, striving to leave a mark in the gaming industry; look no further
Here, at GSN Games, you will work on a top-grossing F2P game, with a significant, diversified, and
growing game studio, with team members from India, US, Israel, Ukraine, Australia and Finland.

What we offer:

At GSN Games, our work really is all fun and games. If you like being challenged
every day and working in an environment where pushing boundaries is constantly
encouraged, then we want you to join the GSN Games family and support the next
generation of mobile and social games With top iOS app titles and a leading Social
Casino app on Facebook, we're looking for the best of the best to join our winning
Team.

About The Role:

The GSN Casino Player Services Representative is responsible for priority handling of
our players, as well as improving customer satisfaction and retention of all
players by ensuring our customers have an amazing service experience. This
individual researches and resolves customer inquiries, responds to customers in a
timely, good natured and respectful manner, and ensures our highest priority
Players are given the VIP, white glove treatment. This role collaborates closely with
the Product, Community, Games, and Marketing teams, staying informed about their
plans and priorities, and shares what they are hearing from players, advocating for
improvements on their behalf.

This role also has the following responsibilities:

  • Provide excellent service to Casino Customers
  • Research and resolve customer concerns related to technical, functional, and/or
billing issues

  • Utilize multiple resources such as knowledge base, website, and support tools to
research and resolve customer issues and respond to customers in a timely and
respectful manner

  • Understand customer issues and provide high quality customer support via
tickets

  • Enter accurate information into the support tools regarding customer
communications

  • Escalate issues to the appropriate department to ensure everyone is informed
Regularly track, analyze and report on customer feedback and identify trends and
anomalies

  • Represent the voice of the player internally with the Player Services, Product,
Games, and Marketing teams, sharing what we are hearing from customers and
advocating for improvements on their behalf

  • Track, analyze, and reporting on customer data to ensure we make informed decisions about our products, services, and promotions.

About You:

You are passionate about providing stellar customer service and strive to please
others. You are someone who questions assumptions and existing ways of doing
things. You have strong communication and influencing skills as well as a strong
technical and analytical aptitude. You expect to support what is right for the
customer while driving significant contribution to the company. You have a good sense of humor and enjoy laughing on the job.

You also have the following skills and experience:

  • 2-3 years of customer service experience for consumer products, mobile and
Facebook games a plus

  • Excellent planning and organization skills, ability to handle multiple tasks and
work in a fast-paced, time-sensitive environment

  • Exceptional attention to detail
  • Ability to identify customer needs and recommend solutions
  • Ability to correlate individual issues into larger platform related problems
  • Application of good judgment and decision making
  • Team player—helpful, willing to pitch in, goes the extra mile, shares ideas
  • Ability to identify negative trends based on metrics and implement corrective
actions

  • Demonstrated a

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