Customer Experience_SME Subject Matter Expert

Job Description

Role: SME - Customer SuccessOverview: 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 Understanding of Voice / chat / email channels 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: Candidate will be a part of CX - Strategy & Insights team, driving meaningful conversations with our end customers to ensure long term engagement with our platform/s 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 expectA 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.