Customer Success Executive

Dream11, through its brand Sixer, is seeking a dedicated and customer-centric Customer Success Executive to join our dynamic team. You'll play a crucial role in ensuring the highest level of customer satisfaction by effectively addressing inquiries, providing assistance, and resolving app-related issues.

Key Responsibilities

• Customer Engagement: Provide personalized support via calls and other channels.
• App Expertise: Guide users with a deep understanding of Sixer's features and updates.
• Query Resolution: Troubleshoot and resolve customer issues efficiently.
• Ticket Management: Handle support tickets with timely follow-ups and resolution.
• Problem Solving: Use critical thinking to tackle complex issues.
• Feedback Collection: Gather user insights to enhance the app experience.
• Documentation: Maintain records and update the knowledge base.
• Quality Assurance: Ensure consistent and high-quality customer interactions.
• Collaboration: Work with teams to improve customer success processes.
• Escalation Management: Identify and escalate critical issues as needed.

Qualifications

• Fluent in Hindi & English (verbal & written).
• Strong problem-solving & customer service skills.
• Experience with support tools & ticketing systems.
• Ability to handle high call volumes in a fast-paced setting.
• Attention to detail and organizational skills.
• Empathetic and adaptable to customer needs.
• Prior customer success experience is a plus.
• Basic knowledge of Cricket to engage effectively with users.