Senior Executive - Customer Experience

Senior Executive - Customer ExperienceCustomer Experience Agent 9About Junglee Games

With over 140 million users, Junglee Games is a leader in the online skill gaming space. Founded in San Francisco in 2012 and part of the Flutter Entertainment Group, we are revolutionizing how people play games. Our notable games include Howzat, Junglee Rummy, and Junglee Poker.

Our team comprises over 900 talented individuals who have worked on internationally acclaimed AAA titles like Transformers and Star Wars: The Old Republic and contributed to Hollywood hits such as Avatar. Junglee’s mission is to build entertainment for millions of people around the world and connect them through games.

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

Job Overview

As a Senior Executive - Customer Experience you will lead and drive the overall customer experience strategy, ensuring seamless interactions and satisfaction across all touchpoints. Oversee customer insights, service excellence, and innovation to enhance loyalty and business growth.

Job Location

Bangalore

Key Responsibilities 

• Help in handling customers through all touchpoints - Calls, Emails, Chats & ORM

• Achieve  the First Response TAT ,CSAT/CES as per set targets

• Build a rapport with the customers by - Listening, Understanding and Resolving the customer's issue promptly and accurately

• Sharing prompt & accurate resolutions and with positive Customer satisfaction Score

• Provide customer VOC/feedback for further product enhancements.

• Provide highly professional customer service to achieve a high level of customer satisfaction and retention.

• Meet the average response time along with productivity while ensuring you follow all quality parameters.

• Achieve the set productivity as per the set targets to maximize the efficiency

Qualifications & Skills Required

• Graduate 2+ years of relevant experience

• Ability to understand the customer's query and share the right resolution

• Ability to engage and retain players

• Awareness of all the policies and procedures used to provide seamless support to customers.

• Good knowledge of Tamil and other regional languages will be an added advantage.

• Excellent verbal and written communication skills.

• Proficient in handling Computer and other tools 

Be a part of Junglee Games to: 

• Value Customers & Data - Prioritize customers, use data-driven decisions, master KPIs, and leverage ideation and A/B testing to drive impactful outcomes.

• Inspire Extreme Ownership - We embrace ownership, collaborate effectively, and take pride in every detail to ensure every game becomes a smashing success.

• Lead with Love - We reject micromanagement and fear, fostering open dialogue, mutual growth, and a fearless yet responsible work ethic.

• Embrace change - Change drives progress and our strength lies in adapting swiftly and recognizing when to evolve to stay ahead.

• Play the Big Game - We think big, challenge norms, and innovate boldly, driving impactful results through fresh ideas and inventive problem-solving.

• Avail a comprehensive benefits package that includes paid gift coupons, fitness plans, gadget allowances, fuel costs, family healthcare, and much more.

Know more about us

• Explore the world of Junglee Games through our website, www.jungleegames.com.

• Get a glimpse of what Life at Junglee Games looks like on LinkedIn.

• Here is a quick snippet of the Junglee Games Offsite’24

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