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. They are looking for a Team Leader / Team Manager Japanese-speaking Customer Support for their office in Limassol. This person will be responsible for managing the Customer Support team members as well as the handling of all customer support questions coming in to our company. The role also contributes to the assistance of the Operations team in the retention of customers through quick and quality communication to all their queries. The role also has the responsibility of following the trends of incoming volumes, alerting the business to significant variations in them and managing to schedule the tasks and shifts of the team members with the goal of providing sufficient and great customer service.
Responsibilities:
- You will be part of Customer support team (both in Malta and Hong Kong) and will work closely together with the CRM department, Casino Manager, Head of Japan and RFP department
- Responsible for managing the performance of the CSAs
- Reporting team development and activities to the Chief Commercial Officer
- Analyse data and propose the best strategy possible to cover the lines in an efficient manner
- Plan future workload and organise motivational activities
- Effectively manage, support, and encourage individuals and the team as whole
- Make sure that the team is working in a positive and enjoyable environment
- Assist and coach team members when needed
- Organize and manage the hiring process of new team members and provide them with full training to become fully operational CSAs
- Report on and analyse team performance on daily, weekly, and monthly basis and organize training where necessary
- Quality checks of customer’s contacts, analysing them and making sure that our customers are getting the expected level of customer support services
- Make sure that the team use the best possible and updated workloads
- Escalate any errors to relevant departments and work closely to find solutions which better the customer experience
- Propose new ideas for creating better working environment and better customer experience
- Create working scheduled for effective daily workload and line coverage
- Keep up to date with the new campaigns and features and make sure that every member in the team understand them
- Be updated with the new RG and AML rules
- Work closely with the HR specialist in Hong Kong.
Requirements:
- Previous experience in the iGaming business for Japanese market
- Experience in team leading role is beneficial but not mandatory
- Native Japanese with excellent command of the written language
- Intermediate to fluent English skills
- Excellent written and verbal communication skills are essential
- Ability to manage team face to face and remotely
- Positive and supportive attitude
- Strong leadership skills
- A real problem-solver who is able to stay calm in stressful situations
- Self-motivated and able to help where need it
- Excellent communication skills to cooperate with other department
Salary:
- The company is offering a salary of up to 45K EUR gross per annum + mobile phone covered up to 50 Eur a month, breakfast Tuesdays, Lunch Fridays, health cover.
- Relocation package can be offered.
Working hours:
- The working hours are Monday to Friday from 09:00 to 18:00 Cyprus time (onsite)
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Team Leader / Team Manager Japanese-speaking Customer Support Agent with reference number 2349.
Or you can apply directly through your candidate login by hitting the APPLY button.
