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Urgent Hiring | International Non Voice Process

Urgent Hiring | International Non Voice Process

1 - 6 years

|

1 - 6 Lacs

Bengaluru Karnataka India

Posted:3 months ago| Platform: Foundit logo

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Skills Required

Customer Services Non Voice Process

Work Mode

On-site

Job Type

Full Time

Job Description

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

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