Careers @ Cricbuzz
We're building a cricket product for the generation of always connected internet users and we need your talent and passion.
Customer Support Operations
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 in Client management and handling escalations
- Gather and analyze large amounts of information quickly to problem
solve and drive decision-making effectively - Ensure sharing 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.
CURRENT OPENINGS