Customer Service Head.

Customer Service Head

Key Responsibility Areas

  • CS team training & development and backfilling of open CS positions
  • Reporting, scheduling and performance checks for CS Executives
  • Inbound and Outbound calling process
  • Meeting and maximizing ARPU targets
  • Minimizing churn rate
  • Reporting average bets per player and MADU (monthly average depositing user)
  • Risk and Fraud management
  • Ensuring highest quality of service on calls
  • CRM set up, optimization, use and maximizing service
  • VIP Host management
  • ZOHO response template management
  • Handling escalations

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