Cricbuzz.com Hiring for Customer Support Executive at Bengaluru, Karnataka, India Full Time

Cricbuzz, the most popular destination for Cricket in India, provides all-round coverage of international, domestic, and T20 leagues from around the world. Cricbuzz’s mobile applications for Android and iOS are the no. 1 cricket apps on the respective app stores.

The Customer Support Operations team is responsible for payment operations

management, real-time adherence, and data analytics.

Location: Bangalore

Responsibilities

• Support global customers and users across multiple Cricbuzz
• plus products via phone, chat, email, web, and social media
• channels.
• Exposure to Client management and handling escalations
• Gather and analyze large amounts of information quickly to problem
• solve and drive decision-making effectively
• Ensure sharing of overall status and weekly reports
• Knowledge of product/ program delivery channels – Payment
• Gateway, Digital payments must.
• Develop, monitor, and track operational performance metrics to
• identify better, measure, and improve opportunities in processes,
• tools, and training.
• Analyze data analytics from customer-reported issues to identify
• patterns and work with product teams to improve customer
• experience and retention.
• Adhere and exceed customer satisfaction targets and ticket
• resolution SLA’s, improve NPS.
• Be proactive, investigate and resolve escalated customer issues,
• ensuring we’re adhering to our team’s mission of building lasting
• relationships with our customers.

Requirements

• Bachelor’s or master’s degree
• 2+ years of proven management experience in Payment Gateway
• Operations, Customer Service/Technical Support, or equivalent
• high-performance operational support teams.
• Excellent track record of project/program management related to
• customer support/operations/experience.
• Excellent communication.
• Problem-solving and leadership skills.