Japanese-Speaking Customer Experience Specialist

Overview

Location : Malta or Remote

Reporting Line : Reports to Customer Experience Manager

Contract Type : Full-time

Job Purpose / Summary : The Customer Experience Specialist will primarily support our Japanese customers encountering technical issues while playing games, address payment-related troubles, and provide bonuses where applicable to ensure customer satisfaction and retention. The role also covers facilitating smoother experiences for deposits, withdrawals, and KYC verification, potentially assisting with withdrawal processes. Using Zendesk as the support tool, the role involves communication via messaging and email, coordinating with internal teams as well as external partners, including game providers and payment service providers.

Key Responsibilities

• Respond promptly to Japanese customer inquiries regarding technical problems, payments, bonuses, and other support issues.
• Assist customers with deposit, withdrawal, and KYC verification processes.
• Provide bonus allocations to enhance customer satisfaction and retention.
• Communicate and coordinate with internal teams and external partners to resolve customer issues efficiently.
• Maintain accurate records of customer interactions and follow-up actions in Zendesk.
• Ensure high-quality support via messaging and email channels.
• Contribute to a seamless and professional customer experience.
• Assist the CRM team with email content in Japanese.

Required Skills and Qualifications

Details

What We Offer

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