Customer Experience_SME Subject Matter Expert

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.