Customer Experience sme Subject Matter Expert

2 weeks ago

Bengaluru Karnataka, India Gameskraft Full time

ID: 1121 | 3-4 yrs | Bengaluru | careers

Role: SME - Customer Success

**Overview**: We are looking for skilled Customer Experience associates with a good amount of experience in driving customer retention / reactivation through insightful conversations, and with a user-centric attitude.

Eligibility Criteria:
**Multilingual**: Proficient in Hindi and English. Proficiency in at least one regional language (Kannada, Tamil & Telugu) is preferred.

**Experience**: Min 3 Year of relevant experience

Job Skill:

- Experience in direct Customer facing CS role
- Preferred experience in an outbound call-handling capacity (inbound associates can be considered if other profile criteria are met), where some amount of rapport building is needed
- Preferred experience in BPO / Startup / E-commerce / Hospitality / Gaming industry
- Should have basic knowledge of Online Real Money Gaming (Rummy in particular)
- Basic Knowledge of MS Office (Excel, Word, PPT)

Soft Skill:

- Customer obsessed - listen actively to address issues and highlight insights, to get to the root cause & core reasons for customer dissatisfaction / satisfaction with our offerings
- Impactful Communication - being able to communicate our value proposition clearly to customers
- Ownership - ability to drive things end-to-end
- Assuring and helping tone
- Excellent communication skills in the highlighted languages (Hindi, English + Regional)

**Flexibility**:

- Rotational shifts and Week offs
- Should be ready to be flexible with inter vertical process changes
- Should be adaptable to dynamic change

**Job Description**:

- Demonstrate proactive approach in taking real time decisions to retain or reactivate the user
- In certain cases, have a regular connect with the user and develop a rapport with them to have more nuanced conversations, generating insights that will ensure success of the program
- Ensure high quality data capture to measure levels of customer satisfaction and their drivers
- Need to demonstrate excellent time management skills to do multiple tasks at any given time
- Ensure adherence to company policies, SOPs and processes
- Have in depth knowledge of the Game, App flow, Tools, Systems to drive high quality interactions
- Will be responsible for handling any users query effectively
- If there is issue, be quick to identify and raise a Live issue and proactively follow up on tickets and ensure the tickets are closed.

What can you expect?
- A fast paced and young work environment which focuses on product innovation and personal growth
- Massive and direct impact on the work you do
- A high performance, high-velocity environment at the cutting edge of growth and technology in the online gaming industry
- Rubbing shoulders with some of the brightest & passionate people around.
- A culture of taking ownership, sharing ideas, and growing along with each product we launch.

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