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Player Services Representative

GSN Games is looking for a Player Services Representative (Contract) to join our team in Bangalore!

B4 you apply! About the GSN Games Bingo Studio:
Bingo Bash, the biggest video game from India to date (measured by revenue) and the world’s #2 bingo game is always growing (how else would we stay on top?!). If you’re looking for an opportunity to join a world-class team, working on a world-class entertainment product, striving to leave a mark on this world; look no further.

Here you will work on a top-grossing F2P game, with significant and growing daily revenues, and enjoy the presence of a global team, with team members from India, US, Israel, Ukraine and Finland.

What You’ll Do:

The Bingo Bash Player Services Representative is responsible for priority handling of our VIP players, as well as improving customer satisfaction and retention of all players by ensuring our customers have an amazing service experience. This individual researches and resolves customer inquiries, respond to customers in a timely and respectful manner. This role collaborates closely with the Product, Community, Games, and Marketing teams, staying informed about their plans and priorities, and shares what they are hearing from players, advocating for improvements on their behalf.

This role also has the following responsibilities:

• Provide excellent service to Bingo Bash customers
• Ensure our players have personalized support
• Research and resolve customer concerns related to technical, functional, and/or billing issues
• Utilize multiple resources such as knowledge base, website, and support tools to research and resolve customer issues and respond to customers in a timely and respectful manner
• Understand customer issues and provide high-quality customer support via tickets, e-mail, and message boards
• Enter accurate information into the support tools regarding customer communications
• Escalate issues to the appropriate department to ensure everyone is informed
• Regularly track, analyze and report on customer feedback, identify trends and anomalies
• Represent the voice of the player internally with the Player Services, Product, Games and Marketing teams, sharing what we are hearing from customers and advocating for improvements on their behalf
• Track, analyze, and report on customer data to ensure we make informed decisions about our products, services, and promotions.

About You:

An ideal candidate will have an innate interest in games, a high degree of initiative, strong written and verbal communication skills, and the ability to work in a customer-oriented, fast-paced, work environment.

• 3+ years experience in customer service
• Must have experience in handling US customers(non-voice/voice)
• Minimum education qualification: Graduate in any stream