- You will work for hands-on with the leadership team and help build, lead, and manage India's fastest-growing gaming startup's Customer Service, support, and success Divisions.
- Responsible for all touchpoints of the Customer with our product support verticals. Craft their journey and deliver an amazing experience as we serve them above and beyond their expectations.
- Build team, processes, vision, and strategy. Create Customer happiness and success culture that truly turns every user into an ambassador of our service, and a fan of our customer team!
- Responsible for setting up and scaling the Customer Service Operations and Service Excellence.
- Manage customer service for all the Business Verticals
- Manage End to End Service Delivery and ensure world-class service experience to the customers.
- Timely & accurate Reporting / Management Information analysis - For Clients, Management.
- TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level, Overall MIS
- Deliver high-quality service through all touchpoints for the Clients/Investors and Responsible for quality of response & TAT
- Responsible for first time best resolution & elimination of scope for escalations
- Effective budget allocation and management of overall cost of service Customer Service, churn management, customer service operations, and service operations.
- Design customer service strategy and initiatives in line with the objectives of the company and ensure that Organizations Customer Service is benchmarked across the industry
- Enhance the Service Reach/Access, collaborating with the respective Business Heads.
- Build and work in tandem with the Technology team for scaling up innovative modules for Predictive Customer Behaviour and understand the pattern on kind of issues or escalations.
- Prompt qualitative response to a query from Clients & Customers
- Manage Dash-board of activities in time & take corrective action based on it
- Team Management - Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management
- Optimizing Staff cost & Operational costs.
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