Junglee Games

Customer Experience Executive- Inbound Calling

As a Customer Experience Executive, you will play a critical role in helping our VIP users with all their concerns and queries. Someone who will engage our VIP users and present them with the best customer service experience, which will directly influence the company's success. 

Core to our culture, you will work in small, fast-paced teams where everyone owns a significant part of the game and contributes both technically and creatively. You will have an opportunity to work in a challenging, fast-paced, technology-driven environment. You will paly a special emphasis on supporting our users and strive to provide them with award-winning customer experience.

 Responsibilities:

  • Resolve customer queries/concerns, by providing intelligent, optimal solutions over voice channels.
  • Follow the escalation matrix and resolve player issues/complaints on time.
  • Call users to chat about their gaming experience, and to share company announcements.
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
  • Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures. 
  • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.
  • Maintain basic knowledge of the products and/or services.
  • Participate in activities designed to improve customer satisfaction and business performance.
  • Track, document and retrieve information in the call tracking database.

Qualifications:

  • 2+ years’ experience in the calling process.
  • Must be fluent in Hindi, English, and Telugu (all three mandatory), and additionally one of either Tamil, Kannada or Malayalam.
  • Should have experience in handling escalation calls (regional as well).
  • Knowledge of Rummy will be an advantage.
  • Experience in making high-volume outbound calls (100-120 calls a day).
  • Willing to work on weekends as and when required (will get weekdays off).
  • Great ability to understand and empathize with the customer's point of view.
  • Strong expertise in dealing with high-value customers/clients and an understanding of how to cater to VIP category customers.

About Junglee Games:

Junglee Games is a leader in the skill-gaming space, with over 25 million users. Founded in San Francisco in 2012, and funded by top-tier Silicon Valley VCs, Junglee Games is the fastest-growing skill-gaming company in the world. Some of our notable games are Junglee Rummy, Eatme.io, Junglee Teen Patti, and Howzat.

With teams in 7 countries, Junglee is 250 people strong and has close to doubled in revenues and headcount every year. With YOY growth of 80-100% and high profitability, Junglee will see close to $600 million in gross transaction volumes in FY19-20 and scale to 50 million users.

Our team has worked on international AAA titles like Transformers, Real Steel, Mech Conquest, and Dueling Blades. Our designers have worked on some of Hollywood’s biggest hits, including the movie Avatar.

Junglee is not just a gaming business - it is a blend of data science, innovation, cutting-edge technology and, most importantly, a values-driven culture that is creating the next set of conscious leaders.

Our mission is to build entertainment for millions of people around the world and connect people through high-quality games with customer delight. 

Junglee Games is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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