Sr. Customer Experience Executive - Escalations

As our Sr. Customer Experience Executive - Escalations, you will play a critical role in helping our users with all their queries and issues via voice, email, and chat (blended support). You will engage our 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 in a challenging, technology-driven environment. You should always strive to provide our users with the best possible service as we place special emphasis on supporting our users.

Responsibilities:

1. Handle all customers through repeat touchpoints. - Develop a long-term relationship with customers to ensure brand loyalty.
2. Handle escalations and ensure that the right resolution is given within the specified TAT, ensuring customer satisfaction and delight.
3. Provide customer insights for further product enhancements. - By understanding the concern shared by the customer and further sharing it with the relevant stakeholders and ensuring that repeat complaints are getting reduced
4. Analyzing customer escalations/complaints and working on process improvements.
5. Manage the key performance indicators at the highest level.
6. Achieve productivity to maximize efficiency.
7. Ensure to resolve user issues and retain them in the system.
8. Work on the service recovery process and ensure we are turning the detractors into promoters
9. Ensure the coverage of the customer base in accordance with the requirements

Requirements

• Minimum qualification - Graduate
• Understanding the customer issues in terms of their game behavior, and requirements, and offering a proper solution based on the processes and policies.
• Awareness of all the policies and procedures used to provide seamless support to customers.
• Excellent verbal and written communication skills.
• Good knowledge of Tamil and other regional languages will be an added advantage. 

About Junglee Games:

Junglee Games is a leader in the skill-gaming space, with close to 96 million users. Founded in San Francisco in 2012, and part of the $30 Bn Flutter Entertainment Group, Junglee Games is the fastest-growing skill-gaming company in the world. Some of our notable games are Junglee Rummy, Howzat, Eatme.io, Carron Stars and Solitaire Gold.

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

Since we were founded, we've drawn 650 of the world’s most talented people into our ranks. Our team has worked on international AAA titles like Transformers, Star Wars: The Old Republic, Real Steel, Rio, 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. Junglee Games is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.