Job Description

Greetings from IntouchCX ! We are currently Hiring for International Non Voice Process | Customer Service Associate Contact Details: HR : Sanjana Mobile number : 8147091044 Email ID : sanjana.rai@intouchcx.com The role of Customer Support Associate (CSA), will be responsible for : Answering player support queries via Email and Discord Troubleshooting game issues via Email and Discord Answering player queries about features and functionalities of the clients service offerings Answering questions regarding game issues and making recommendations Escalate product related issues to internal teams & close loop Going the extra mile to engage with players by solving their issues and ensuring satisfaction Requirements:- An obligation to deliver exceptional customer service Receive inbound emails and Discord messages to gather and verify required information and do utmost within their power to solve issues submitted Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer Actively read the player, and show empathy and patience Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken Ensure policies and procedures are followed on all emails and Discord tickets Maintain thorough knowledge of systems so that information can be researched and proper information is given to players Learn and retain a thorough working knowledge of all existing and new process and procedures Achieve assigned Key Performance Indicators e.g.Average Handle Time, FRT, Quality, CSAT & DSAT Attend Team Meetings/additional training sessions as scheduled Performs other duties as assigned Critical Skills:- Excellent written communication skills - ability to write accurately, using proper grammar, and sentence structure. Ability to show high emotional intelligence by remaining calm under pressure while solving the players concerns Ability to use information provided by clients to tailor responses and actions to meet the clients specific needs Have a personal interest in MMORPG and related communities Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer Ability to work in a fast-paced, hectic, changing environment Ability to organize and follow-up multiple tasks/details with accuracy and timeliness Have a basic understanding of Web3 platforms and Blockchain Ability to operate personal computer and CRM tools Ability to adhere to all organizational policies and procedures Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays Ability to perform basic mathematical functions Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Educational/Work Experience and Requirements Must have minimum 3-6 months experience in customer support Must successfully pass a background check High school diploma or equivalent required Post secondary degree is a plus Benefits:- An attractive compensation package with performance-based incentives Incredible learning and growth opportunities Outstanding rewards and recognition program & employee engagement activities Free Food and Transport while working on-site Medical Insurance To schedule your interview kindly Contact HR Sanjana or WhatsApp your CV on 8147091044 / Email to sanjana.rai@intouchcx.com.