Manager - Customer Service Excellence

4 weeks ago

delhi, India Gridlogic Full time
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
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.
Skills & Qualifications
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

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