About Pocket52.com : Pocket52 makes iGaming easy, rewarding &amp; trusted that every player can build their skills online and earn rewards. We are the first in the industry to create a Trusted platform using RNG technology, certified by iTech labs. With the first of a kind Fraud detection system Globally, we provide Fair Game play to our users, reduce financial losses and build customer trust. Pocket52 Ethos : - At Pocket52 we are passionate about just one thing - At Pocket52 we want to create a revolution in iGaming, Inspiring &amp; cultivating skills in individuals - We take immense pride in our work and believe that the best way to serve our players is by listening to them. We don't just listen to what they say but also learn from their activity on the platform to come up with campaigns that matter to our players. The end goal is to learn every minute detail about user behaviour that allows us to provide an unmatched experience. Pocket52 Team Member : - If you have boundless energy, love skill/cash games and obsess over minutest of details, we are the right destination for you. While we value problem solving skills tremendously, we value problem finding skills even more. People who have risen the fastest in our company are those that have a keen eye for detecting critical business problems and then solving them. - The Pocket52 work atmosphere is very amiable yet full of hustle. The dynamic nature of our business ensures that all our team members are able to see how their contributions benefit the business. We encourage our team members to take responsibility and grow into future leaders in our company and the industry. Every team member is a decision maker at Pocket52. - The Customer Service Director is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in a B2C environment. - The role has significant levels of responsibility and accountability for operational delivery. - The Customer Service Director is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels (Front and Back office. Telephone. Email, Online. Live Chat. Video, Social Media. Correspondence.) Some of the responsibilities and duties will include: - Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measuresResponsible for Profit and Loss, or Profit Centre/Cost Centre Budgets. - Create a culture and processes which achieve the business goals and objectives with regards to their customer service - Improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric. - Reduction of the cost to serve - Empower and Engage the Customer Service Team - Enhance the First Call Resolution - Identify new tools and technologies to better serve the customer - Drive better sales through service - Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.Act as the Voice of the Customer across the organisation. - Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching &amp; development opportunities. - Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues. - Define, negotiate and agree the effective utilisation of resources in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements. - Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements - Continually develop improvements and embed successful change projects.Drive quality and consistency - Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams. Required Experience: - Extensive experience of managing operational customer service teams - Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets. - Proven Management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets, KPI's SLA- s, in a quality led, legislative compliant environment - Able to interpret MI/BI and develop strategy and make recommendations.Demonstrate ability to motivate and communicate with others at all levels - Influential relationships skills at all. Able to use these relationships to deliver service improvements - Excellent communication and negotiation skills.Able to adapt and succeed in a changing environment - Evidence of well-developed leadership skills.

Bangalore

Pocket52 - Head - Customer Support 

Pocket52 - Head - Customer Support  ,Job Description for Pocket52 - Head - Customer Support  in Pocket52 in  Bangalore for (8-12) years of experience. Apply Now!

Job Description for Pocket52 - Head - Customer Support  in Pocket52 in  Bangalore for (8-12) years of experience. Apply Now!