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Engaged Employer

IntouchCX

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2.9

based on 1.9k Reviews

Video summary

1784 IntouchCX Jobs

Associate - Customer Service - International Non Voice

IntouchCX

2.9

based on 1.9k Reviews

0-2 years

Panch Mahals

1 vacancy

Associate - Customer Service - International Non Voice

IntouchCX

posted 1mon ago

Job Role Insights

Fixed timing

Key skills for the job

Customer Service Customer Support Non Voice Process International Non Voice

Job Description

IntouchCX - Associate - Customer Service - International Non Voice Process - Gaming Process

About the job

This job is sourced from a job board. Learn MoreWe are currently Hiring for International Non Voice Process | Customer Service Associate

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 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 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

Employment Type: Full Time, Permanent

Read full job description

IntouchCX Interview Questions & Tips

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What people at IntouchCX are saying

2.7

Rating based on 26 Customer Service Associate reviews

Anonymous · Customer Success, Service & Operations in Hyderabad / Secunderabad

Likes

Gives you experience, nothing more

Dislikes

No job security they can terminate whenever they want and you need to forget abount festive holidays no work life balance and all the HR's over there are beep.