Baazi Games - Manager - Customer Support

Baazi Games


Date: 1 week ago
City: Delhi, Delhi
Contract type: Full time
Responsibilities

  • Create an inspiring team environment with an open communication culture.
  • Set clear team goals.
  • Delegate tasks and set deadlines.
  • Oversee day-to-day operation.
  • Monitor team performance and report on metrics.
  • Coordination with other departments to get the work done.
  • Streamlining and driving processes in sync with training and quality team and working as a back up of training and quality team whenever required.
  • Listen to team members' feedback and resolve any issues or conflicts.
  • Recognize high performance and reward accomplishments.
  • Encourage creativity and risk-taking.
  • Suggest and organize team building activities.
  • Responsible for distributing information to team members and stakeholders.
  • Coordinates operation strategies and activities to ensure the provision of outstanding customer service while adhering to regulatory and company guidelines.
  • Address customer concerns in reference to products, services rendered or employee interactions.
  • Automation of team's tasks and customer's requirements.
  • Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients.
  • Discover training needs and provide coaching.
  • Collaborate with Tech, Product, analytics and other teams to develop pipelines for the customer support function, maintain project schedules, and document processes, ensuring consistent and proactive follow-ups.
  • Produce and deliver regular/ad-hoc data analysis/reports for the customer support function, which will be utilized by management and other teams for regular reporting and automation initiatives.
  • Manage all vendors and tools associated with the customer support function.
  • Perform ad-hoc analysis as needed, and be ready to capitalize quickly on impactful opportunities.

Requirements

  • Strong understanding of business goals and standards for customer service.
  • Proven work experience as a manager.
  • Knowledge of identifying the need of automation of customer service tasks and customer's requirements.
  • Knowledge of customer service tools, software, chat bot, telephony etc.
  • High level ownership while delivering the tasks and getting the work done by team members and other departments.
  • In-depth knowledge of performance metrics.
  • Good PC skills, especially MS Excel.
  • Excellent communication and leadership skills.
  • Organizational and time-management skills.
  • Decision-making skills.
  • Ability to communicate effectively with senior management and other departments.
  • Experience in the card gaming industry or a related domain is preferred.
  • A data-driven, problem-solving mindset focused on improving business growth and performance.
  • The ability to thrive in a fast-paced, often ambiguous work environment.
  • Flexible to work in 24-7 rotating shifts in 6 days environment.

(ref:iimjobs.com)

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