Key Responsibilities:
Be part of CX – Strategy & Insights team to drive meaningful conversations with users for long-term engagement.
Proactively make real-time decisions to retain or reactivate users.
Build rapport with users for nuanced conversations to generate actionable insights.
Ensure high-quality data capture to measure customer satisfaction and drivers.
Manage multiple tasks efficiently, adhering to company policies, SOPs, and processes.
Maintain in-depth knowledge of games, app flow, tools, and systems to ensure high-quality interactions.
Handle user queries effectively and promptly escalate/live-track issues.