Manager Customer Support

2 days ago

Delhi, Delhi, India Baazi Games Full time
Responsibilities:
· Create an inspiring team environment with an open communication culture
· Set clear team goals
· Delegate tasks and set deadlines
· Oversee day-to-day operation
· Monitor team performance and report on metrics
· Coordination with other departments to get the work done
· Streamlining and driving processes in sync with training and quality team and working as a back up of training and quality team whenever required.
· Listen to team members' feedback and resolve any issues or conflicts
· Recognize high performance and reward accomplishments
· Encourage creativity and risk-taking
· Suggest and organize team building activities
· Responsible for distributing information to team members and stakeholders
· Coordinates operation strategies and activities to ensure the provision of outstanding customer service while adhering to regulatory and company guidelines
· Address customer concerns in reference to products, services rendered or employee interactions
· Automation of team's tasks and customer's requirements
· Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients
· Discover training needs and provide coaching
. Collaborate with Tech, Product, analytics and other teams to develop pipelines for
the customer support function, maintain project schedules, and document
processes, ensuring consistent and proactive follow-ups.
.Produce and deliver regular/ad-hoc data analysis/reports for the customer support
function, which will be utilized by management and other teams for regular
reporting and automation initiatives.
. Manage all vendors and tools associated with the customer support function.
. Perform ad-hoc analysis as needed, and be ready to capitalize quickly on impactful
opportunities.

Requirements
· Strong understanding of business goals and standards for customer service
· Proven work experience as a manager.
· Knowledge of identifying the need of automation of customer service tasks and customer's requirements
· Knowledge of customer service tools, software, chat bot, telephony etc.
· High level ownership while delivering the tasks and getting the work done by team members and other departments
· In-depth knowledge of performance metrics
· Good PC skills, especially MS Excel
· Excellent communication and leadership skills
· Organizational and time-management skills
· Decision-making skills
· Ability to communicate effectively with senior management and other departments
Experience in the card gaming industry or a related domain is preferred.

• A data-driven, problem-solving mindset focused on improving business growth and
performance.

• The ability to thrive in a fast-paced, often ambiguous work environment.
. Flexible to work in 24*7 rotating shifts in 6 days environment.

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