Customer Experience Executive (Escalations/Host)
Junglee Games, India

We are looking for a Customer Experience Executive (Escalations/Host) who will play a critical role in helping our users with all their escalations or explaining ongoing promotions. You will engage our users and present them with the best customer service experience, which will directly influence the company's success.

Core to our culture, you will work in small, fast-paced teams in a challenging, technology-driven environment. You should always strive to provide our users with the best possible service as we place special emphasis on supporting our users.

Responsibilities:

• Handle all high-value customers through repeat touchpoints. - Develop a long-term relationship with customers to ensure brand loyalty.
• Ability to engage players and manage churn
• Ability to counsel players and drive ARPU for high rollers
• Handle high-level escalations by maintaining the satisfaction level of the customer.
• Provide customer insights for further product enhancements.
• Provide highly professional customer service to achieve a high level of customer satisfaction and retention.
• Manage the key performance indicators at the highest level.
• Achieve high productivity to maximize the efficiency of high-value customer management.-
• Ensure the coverage of the customer base in accordance with the requirements.

Requirements

• Minimum 2 years experience in the management of high-value customers.
• Experience working with game-based products will have an added advantage.
• Good knowledge of the customer base in terms of their game behavior, requirements, etc.-
• Awareness of all the policies and procedures used to provide seamless support to customers.
• Excellent verbal and written communication skills.
• Good knowledge of Tamil and other regional languages will be an added advantage.

About Junglee Games

Junglee Games is a leader in the skill-gaming space, with over 25 million users. Founded in San Francisco in 2012, and funded by top-tier Silicon Valley VCs, Junglee Games is the fastest-growing skill-gaming company in the world. Some of our notable games are Junglee Rummy, Eatme.io, Junglee Teen Patti, and Howzat.

With teams in 7 countries, Junglee is 350+ people strong and has close to doubled in revenues and headcount every year. With YOY growth of 80-100% and high protability, Junglee will see close to $600 million in gross transaction volumes in FY19-20 and scale to 50 million users.

Our team has worked on international AAA titles like Transformers, Real Steel, Mech Conquest, and Dueling Blades. Our designers have worked on some of Hollywood’s biggest hits, including the movie Avatar.

Junglee is not just a gaming business - it is a blend of data science, innovation, cutting-edge technology and, most importantly, a values-driven culture that is creating the next set of conscious leaders.

Our mission is to build entertainment for millions of people around the world and connect people through high-quality games with customer delight.

Junglee Games is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Rewards and Benefits