Consultant / Senior Consultant - International Non-Voice Support

Greetings from IntouchCX !

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

Contact Details:
HR : Shikta

Mobile number : 8147091054

Email ID : shikta.shriya@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 Shikta or WhatsApp your CV on 8147091054 / Email to shikta.shriya@intouchcx.com.