With more than 20 professionals Betting Connections Recruitment Solutions is Malta’s largest iGaming recruitment specialist. Our team of highly skilled recruitment and career consultants are dedicated to providing the best and most personalised service in the industry. We pride ourselves on our ability to fully understand the needs of both our clients and candidates alike, which we achieve through developing long term relationships and our extensive knowledge of both the iGaming industry and recruitment!
One of our iGaming clients are looking for a Customer Service Team Lead to join their growing Japanese Customer Service team in their offices in Malta.
As a focal point of contact for our customers, your focus is to support and actively drive an amazing gaming experience for their customers and support your colleagues in achieving this. By pro-actively engaging with our customers, you will actively identify, support, solve and prevent poor customer experiences.
A great opportunity to develop your iGaming career with opportunities to grow.
Requirements:
Native Japanese speaker and fluent in English
1 year iGaming experience
Previous on-line customer service experience
Strong communication and interpersonal skills
Excellent written and verbal communication skills
Positive mindset and a can-do attitude with the willingness to learn and go the extra mile
Creative and forward-thinking
Microsoft Office proficiency
Responsibilities:
Nurture and support customer relationships via e-mail and live chat
Support and contribute to our CRM infrastructure
Participate in the planning of customer engagement initiatives
Seek resolutions to customers’ queries and issues whilst actively striving to achieve “one correct answer” across all channels
Monitor campaigns and promotions across all allocated customer touch points
Assist in the alignment of campaigns/promotions across all customer touch points allocated for each campaign/promotion
Drive the training and on-boarding of new colleagues and help them reach the same great level as yourself
Coach and instruct the members of your team on how to handle their daily tasks and in becoming a self-going individual
Responsibility for customer contact analysis with the goal to set up processes and site self-help content aimed at reducing the need for customer interaction with support
Keep the Operations Manager informed of all changes, issues and potential concerns of customer accounts
Work with the Operations Manager to ensure that accurate customer information is maintained
to be discussed