Manager Customer Experience
Junglee Games, India

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jun 28, 2021
Last Date
Jul 28, 2021
Location(s)

Job Description

As our Manager Customer Experience, you will endeavor to provide an excellent user experience and believe that behind every successful product excellence is customer delight. You will drive our products' success through your vision for excellence in customer resolutions and support experiences across all channels.

Responsibilities:

  • Enable and motivate team members to deliver exceptional customer experiences through ongoing support, development, empowerment and positive reinforcement.
  • Outline a strategic plan to create an outstanding service organization and improve current customer service levels with a vision to be the best of the breed, and value add our business growth.
  • Develop a comprehensive Customer Experience vision and strategy for the business.
  • Collaborates with all functions to integrate and execute the right processes, technology, and people to deliver an optimal customer experience.
  • Automate repetitive work for customers and employees to reduce weight, handle or total resolution time.
  • Create standard operating procedures and playbooks for areas that require direct customer interaction and resolution.

Requirements

  • Minimum 5+ years in a customer experience role( Handled Emails + Calls + Chats).
  • Hands-on experience working on Salesforce will be an added advantage.
  • Excellent verbal and written communication skills.
  • Excellent data interpretation/presentation and excel/reporting skills.
  • Six Sigma/COPC certification will be an added advantage.
  • General knowledge of agile methodologies and design thinking.
  • Strong communication and interpersonal skills required.
  • Proven experience with developing and deploying new Customer Service Technology (Social, Live Chat, Software, etc.) to improve our customer experience.
  • A solid understanding of data analytics to drive to find innovative ways to improve processes and services.
  • Experience in managing and driving initiatives through NPS/CES/CSAT.

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. The organization celebrates diversity and takes pride in its inclusive environment where all employees are treated equally.

Job Specification

Job Rewards and Benefits

Junglee Games

Information Technology and Services - Bissau, India
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