Customer Experience Specialist

2 weeks ago

Bengaluru, India Games24x7 Full time

Introduction


Games24x7 is India’s leading and most valuable multi-gaming unicorn. We’re a full-stack gaming

company, offering awesome game playing experiences to over 100 million players through our

products - RummyCircle, India’s first and largest online rummy platform, My11Circle, the

country’s fastest growing fantasy sports platform.


A pioneer in the online skill gaming industry in India, Games24x7 was founded in 2006 when two

New York University trained economists Bhavin Pandya, and Trivikraman Thampy met at the

computer lab and discovered their shared passion for online games. We’ve always been a

technology company at heart, and over the last decade and a half, we’ve built the organisation

on a strong foundation of ‘the science of gaming’, leveraging behavioural science, artificial

intelligence, and machine learning to provide immersive and hyper-personalised gaming

experiences to each of our players.


Backed by marquee investors including Tiger Global Management, The Raine Group, and Malabar

Investment Advisors, Games24x7 is leading the charge in India’s gaming revolution, constantly

innovating and offering novel entertainment to players

Our 800+ passionate teammates create their magic from our offices in Mumbai, Bengaluru, New

Delhi, Miami, and Philadelphia.


What are we looking for?


Position Title: Specialist - Customer Experience


Position/Role Description


As a Process Associate, you will be focused on Operations & Customer Relationship, working to help us provide an amazing experience to each player on Games24x7. Over time, we hope you will have the opportunity move into a broader role, take on increased responsibility and grow professionally along with Games24x7.


General Accountabilities/Job Responsibilities


You will ensure that our players' queries and/or concerns are duly addressed while our operational activities seamlessly provide our players with the best rummy experience on our website You will be at the forefront of that effort.


You will be acting as the voice of Games24x7 and providing quality service our players responding to their queries by Phone Call, email or even through a Chat, in the process helping solve the queries raised by our players.


You will work closely with several different teams like the product team, the technology team and the operations team to take all the necessary steps in addressing player concerns on in a timely manner.


You will be responsible for improvement in process/user experience and operations protocols and make our team more efficient.


You will be responsible to build good rapport with players by following up with them periodically to ensure that they are having a great time playing on the site.


Should be Flexible for shifts and with Work offs, which always would be rotational. Work offs would be mostly during weekdays, Saturday and Sunday will not be Work off options.





Job Specifications


Minimum 2-3 years of experience


Must be customer-focused, and willing to do whatever it takes to resolve customer issue.


Strong customer interaction skills and ability to work in a variety of customer situations.


Ability to solve complex problems quickly, inventively and resourcefully.


Good working knowledge of computers and the Internet; strong ability to develop new skills.


Strong attention to detail.


Avid Internet User, with strong inclination towards technology.


Highly motivated and energetic team player, with excellent interpersonal skills.

Must be willing to work in shifts and ready with rotational Work offs.

MUST have strong Verbal and Written communication skills in Hindi, English. Knowing Tamil, or Kannada would be an added advantage.


Job Location: Mumbai

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