Leadership Role – Customer Service – BPO (10-15 yrs)

The head of customer service will be entrusted with the responsibility of ensuring that any concerns faced by players are allayed. You should have a vision to transform the team into a world-class service unit. Under your leadership, the customer service team will grow and evolve into an outfit that will not only hold itself to the highest standards of customer service, but also proactively identify potential problems that players face and come up with their optimal solutions. You should have a high level of customer empathy and will work to inculcate the same in the team. You will be a voice of the player in the company and the role will require you to both develop strategy/processes and manage operations. You will constantly interact with the product and analytics teams in developing systems and building processes to ensure that users have a high degree of trust in the technology and people behind the games. You will be reporting directly to the Director of Player Retention & Loyalty.

Detailed Job Description :

– Inculcate a culture of customer empathy in the team, where each agent should be acutely aware of the pain points faced by any player

– Delight customers with support that indicates true empathy as opposed to focus on closing tickets

– Build strategies and operating processes to effectively monitor the timeliness and quality of responses, and to take corrective action if needed

– Improve efficiency by identifying ways to eliminate repetitive manual work

– Enable players to get relevant information at each step – whether by themselves, or by contacting the customer service through easy to use approaches

– Ensure that players receive appropriate and prompt responses to their queries or problems

– Act as the voice of the customer – provide actionable feedback to Marketing, Product and Technology teams

– Work closely with Marketing, Product and Technology teams to build effective proactive resolution systems – whether by improvements in product or upfront communication

– Ensure that agents in the team have immediate access to all relevant information they require to service a customer request

– Develop and evaluate various metrics and corresponding reporting framework to measure the effectiveness of the processes and procedures

– Lead, coach and manage the customer service team members and operations

– Ensure that all processes are followed properly and in service to the larger goal of customer satisfaction


– Substantial (5 to 7 years) hands on and customer facing experience in an in-house B2C customer service operation demonstrating growth and leadership through those years

– Involvement in/exposure to putting strategic initiatives in place within an in-house B2C customer service operation

– Up to date with the latest tools and techniques which improve the service experience for customers and agents

– Must have working knowledge of database tools

– Must have experience working with and analyzing data – a data driven and analytical mindset is required

– Intuitive understanding of potential problems and loopholes –

– Excellent interpersonal and communication skills and ability to deal with conflicts and confrontations

– Experience in team building and mentoring of subordinates within the customer service department – is a must

– Strong ability to deliver with minimal resources and supervision

– Highly reliable team player with an excellent work ethic

– Imaginative, motivated and able to work effectively under pressure

– A graduate or post graduate degree (analytical/science/mathematics degree) from a reputed college

– Fluent in English with excellent writing and communication skills

– Fluency in a south Indian language like Telugu, Tamil or Kannada preferred


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