TELUS
Website:
telus.com
Job details:
Requirements
Description and Requirements
Role Overview:
As a Gaming Specialist, you are the frontline advocate for our gaming community. You won't just answer tickets; you will provide "world-class" service by deeply understanding player needs and guiding them toward the best possible outcomes.
Key Responsibilities:
- Player Advocacy: Interact with customers to identify service needs, offering tailored solutions that align with their preferences and technical requirements.
- Quality & Precision: Consistently exceed benchmarks for conversation quality, response timeliness, and overall CSAT (Customer Satisfaction) scores.
- Urgent Resolution: Act as a guide for players in high-pressure or urgent situations, ensuring a calm and helpful resolution process.
- Knowledge Contribution: Actively build and update internal customer knowledge bases to streamline future replies and empower the team.
- Strategic Problem Solving: Perform unbiased needs assessments to help design better support activities or internal projects.
- Professional Growth: Proactively share best practices with the team, facilitate collaborative learning, and seek opportunities to develop your technical and soft skills.
Required Qualifications:
- Experience: Minimum 1 year of professional experience within a Gaming Profile or high-tier Customer Experience (CX) environment.
- Language: C1-level proficiency in English (written and verbal).
- Tech Savvy: Ability to navigate multiple tools and platforms simultaneously.
- Mindset: Highly accountable, proactive, and capable of working in an onsite environment at GIFT City, Ahmedabad.
Additional Job Description
We are seeking a passionate Gaming Specialist with a minimum of 1 year of experience in the gaming industry to join our Customer Experience team in Ahmedabad. In this role, you will provide world-class support to players, identifying service-related needs and delivering high-quality, solution-oriented responses. The ideal candidate is a proactive problem-solver who excels in fast-paced environments and is dedicated to elevating the player experience through exceptional communication and continuous process improvement.
Language Reference
English
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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