IntouchCX - Associate - Customer Service - International Non Voice Process - Gaming Process (1-6 yrs)

We are currently Hiring for International Non Voice Process | Customer Service Associate

Contact Details:

HR : Sanjana

Mobile number : 8147091044

Email ID : sanjana.rai@intouchcx.com

The role of Customer Support Associate (CSA), will be responsible for:

- Answering player support queries via Email and Discord

- Troubleshooting game issues via Email and Discord

- Answering player queries about features and functionalities of the clients service offerings

- Answering questions regarding game issues and making recommendations

- Escalate product related issues to internal teams & close loop

- Going the extra mile to engage with players by solving their issues and ensuring satisfaction

Requirements:-

- An obligation to deliver exceptional customer service

- Receive inbound emails and Discord messages to gather and verify required information and do utmost within their power to solve issues submitted

- Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions

- Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer

- Actively read the player, and show empathy and patience

- Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken

Ensure policies and procedures are followed on all emails and Discord tickets

- Maintain thorough knowledge of systems so that information can be researched and proper information is given to players

- Learn and retain a thorough working knowledge of all existing and new process and procedures

- Achieve assigned Key Performance Indicators e.g. Average Handle Time, FRT, Quality, CSAT & DSAT

- Attend Team Meetings/additional training sessions as scheduled

Performs other duties as assigned

Critical Skills:-

Excellent written communication skills - ability to write accurately, using proper grammar, and sentence structure.

Ability to show high emotional intelligence by remaining calm under pressure while solving the players concerns

Ability to use information provided by clients to tailor responses and actions to meet the clients specific needs

Have a personal interest in MMORPG and related communities

Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer

Ability to work in a fast-paced, hectic, changing environment

Ability to organize and follow-up multiple tasks/details with accuracy and timeliness

Have a basic understanding of Web3 platforms and Blockchain

Ability to operate personal computer and CRM tools

Ability to adhere to all organizational policies and procedures

Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays

Ability to perform basic mathematical functions

Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Educational/Work Experience and Requirements

Must have minimum 3-6 months experience in customer support

Must successfully pass a background check

High school diploma or equivalent required

Post secondary degree is a plus

Benefits:-

An attractive compensation package with performance-based incentives

Incredible learning and growth opportunities

Outstanding rewards and recognition program & employee engagement activities

Free Food and Transport while working on-site

Medical Insurance

To schedule your interview kindly Contact HR Sanjana or WhatsApp your CV on 8147091044 / Email to sanjana.rai@intouchcx.com.