Our client is an established and profitable online casino company facing the Asian market with an experienced leadership team who have spun out from major household gambling operators. In the role you will be the first point of contact with for the Japanese players through live chat and email. All aspects of this role are customer centric and focused on delivering the best possible experience.
Work experience is not a must for this role. We are looking for people who have high emotional intelligence, lots of empathy, enjoy helping people and tend to be quite bubbly. The company can support a Visa and a relocation package.
Responsibilities:
Delivering a high level of customer service to players regarding their queries and inform them about promotions and tournaments on site.
Maintaining customer focus and responding to customer queries in accordance with company guidelines.
Supporting and guiding customers with all requests and escalating and following up where necessary.
Enable players with quality solutions in a timely, personal and professional manner that exceeds the customers' expectations.
Keep up to date with new information/policies
Collaborate with our Fraud and payments team in customer queries
Collaborate with the CRM team
Supporting and guiding customers with all requests and escalating and following up where necessary
Requirements:
Excellent written and spoken skills in Japanese. Native Japanese speaker is mandatory.
Intermediate to fluent level of written and spoken English
You have a positive and a can-do attitude with a flexible approach
You enjoy learning and sharing your knowledge with others
You have a genuine interest in iGaming and eager to learn more
You take pride in giving support to people with empathy and show engagement in delivering an excellent service
An excellent listener
A team player that can work independently
Previous experience in customer service or similar position
Good communication
Flexible approach to work and ability to work shift including weekends and public holidays
Salary and benefits:
The company is offering a salary of 26,000 EUR basic salary plus 4,000 EUR bonus paid out in quarterly increments based on performance KPIs. So, in total up to 30,000 EUR annually + 27 days leave a year (not 20), breakfast Tuesdays, Lunch Fridays, health cover (standard state + private scheme)
Working hours:
You can start as early as 08:00 and latest 10:00 Cyprus time. 9 hour shifts with a lunch break of an hour currently. They work shifts which rotate Monday to Sunday with always 2 days off per week. They always try to accommodate for individual needs in terms of hours and shifts but only if it is fair for all. Hence some people are doing more morning shifts while others later ones.
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Japanese-speaking Customer Support Agent with reference number 280.
Or you can apply directly through your candidate login by hitting the APPLY button.