Player Services Representative

4 weeks ago

Bengaluru, India Scopely Full time

Description

Scopely is looking for a Player Services Representative to join our Tripeaks team in Bangalore as a full time employee At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily. Tiki Solitaire TriPeaks is a top grossing solitaire game. The close knit team has an outstanding culture where they embrace and respect each other as individuals and equals. What You’ll Do The Tiki Solitaire Tripeaks Player Services Representative is empowered and encouraged to provide outstanding customer service to enhance customer satisfaction and player retention. This individual achieves this by conducting in-depth research into player questions and concerns while maintaining a courteous and respectful tone and demeanor. This position works directly with the Product, Community, Analytics, and Marketing departments, keeping up with their goals and schedules while sharing player feedback and advocating improvements on their behalf Excellent comprehension and articulation skills Provide outstanding service to Solitaire TriPeaks players. Display Ownership and accountability Investigate and address any technical, functional, or billing concerns raised by customers. Escalate issues to the appropriate department to ensure everyone is informed and that proper resolutions are achieved Work together with the product and quality assurance teams to locate and fix live game bugs. Track, Analyze, and Report on customer feedback on a regular basis to identify trends and anomalies Use a variety of resources, including the knowledge base, website, and support tools, to look up and address customer issues, and respond to customers promptly and politely. Represent the player's voice with internal team player services, products, analytics, and marketing, sharing what we learn from users, and advocating for improvements on the player's behalf. What We’re Looking For Exceptional customer service is something you take seriously. You're a skeptic who questions assumptions. Along with your high degree of technical and analytical skills, you're also a great communicator that is comfortable with and proficient at de-escalating distressed customers. You anticipate driving a substantial contribution to the business while advocating what is beneficial to the player. 2-5 years of customer service experience for consumer products and mobile and online games a plus Excellent organizational and planning abilities, capacity to manage various activities, and ability to work in a time-critical, fast paced environment Experience using various Operating Systems and documentation tools Exceptional attention to detail Ability to remain composed and professional when faced with a significant volume of customer concerns and difficult situations Ability to correlate individual issues into larger platform related problems Sensible decision-making and judgment skills Team player: collaborative, willing to assist, goes above and beyond, and shares ideas Prior experience working with a brand known for its customer-centric approach Helpshift and Jira experience is a plus Willing to work a flexible schedule that will include weekends (Saturday/Sunday). May include rotating shifts, on-call shifts, and/or holiday work A demonstrated proficiency and mastery over the English language, both written and spoken. 

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