Customer Success Executive
Sixer - Powered by Dream Sports
Location
Mumbai | India
Job description
Sixer -Â Customer Success Executive
Location: MumbaiÂ
Who are we
Sixer is a Dream Sports company that provides customers with the opportunity to buy and sell fantasy stocks in cricket players, where the better the player plays on the pitch, the price goes up and vice versa. We have revolutionised the traditional fantasy sports industry by introducing financial market concepts and techniques into the game, creating a new type of entertainment experience that appeals to both sports and finance enthusiasts.
Sixer is transforming the fantasy sports landscape by merging the mechanics and excitement of trading with the engagement of sports. Join Sixer today and experience the thrill of a fantasy sports market like never before!
For more information:
What are we looking for
We are looking for a dedicated and customer-centric Customer Success Executive to join our dynamic team in Mumbai. As a Customer Success Executive, you will play a crucial role in ensuring the highest level of customer satisfaction by effectively addressing customer inquiries, providing assistance, and resolving issues related to our app. This role will require you to work from our office in Mumbai.
Key Responsibilities:
- Customer Communication : Initiate and maintain effective communication with customers through phone calls and other communication modes ensuring a personalised and human touch to the Success process.
- App Expertise : Develop a comprehensive knowledge of our app's features, functionality, and updates to provide accurate information to customers and guide them effectively.
- Query Resolution: Address customer inquiries, troubleshoot problems, and provide clear, concise, and accurate solutions to enhance customer satisfaction.
- Ticket Management: Efficiently manage support tickets from creation to resolution, ensuring timely and satisfactory outcomes for customers.
- Problem Solving: Use critical thinking and creative problem-solving skills to tackle complex issues and offer innovative solutions.
- Feedback Collection: Gather feedback from customers to help identify areas for app improvement and convey valuable insights to the product development team.
- Documentation: Maintain detailed records of customer interactions and resolutions, updating the knowledge base and support resources as necessary.
- Quality Assurance: Continuously monitor and evaluate the quality of customer success interactions to ensure consistent service excellence.
- Team Collaboration: Collaborate with colleagues and other departments to improve customer success processes, share best practices, and contribute to a positive working environment.
- Escalation Management: Escalate complex or unresolved issues to higher support tiers or management as needed, following established protocols.
Qualifications:
- Excellent verbal and written communication skills, both in Hindi and English.
- Exceptional knowledge of cricket and other sports.
- Strong problem-solving and critical-thinking abilities.
- Exceptional customer service and interpersonal skills.
- Proficiency in using customer success software and ticketing systems.
- Deep understanding of the Sixer app and its functionalities.
- Ability to work in a fast-paced office environment and handle high call volumes.
- Attention to detail and strong organizational skills.
- Patience and empathy when dealing with customer inquiries and complaints.
- Ability to adapt to changing customer needs and requirements.
- Previous experience in customer success or similar role is a plus.Â
- Additional fluency in other languages is a plus.
Working at Sixer
At Sixer, you can be a part of shaping the future of finance and gaming, which is a pioneering feat in the industry. You will encounter fast-paced, challenging and exceptional problems that require your expertise. Our organization follows a flat structure with an international work environment that fosters a collaborative spirit. Working with us presents excellent opportunities for career growth in a rapidly expanding company, and we offer competitive compensation packages. We also provide flexible working hours to ensure a work-life balance.
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