Customer Service & SNS Agent | Native Japanese Speaker

Provide World-Class Service: Deliver exceptional customer service to players across agreed communication channels including email and live chat.
First Contact Resolution: Strive for immediate resolution of all player queries and concerns, aiming for satisfaction on first contact.
Handle Player Queries: Manage incoming player queries, ensuring responses are timely, professional, and aligned with company service standards.
Monitor Player Satisfaction: Keep track of player engagement and satisfaction, ensuring their experience is continually enhanced by identifying improvements and making recommendations to the CS Manager and/or Team Lead.
Internal Collaboration: Work closely with senior agents, managers, and other departments to resolve player-related issues and escalate when necessary.
Real-time Systems: Awareness of internal systems and notify management of any potential issues, ensuring all systems run smoothly during each shift.
Competitor Analysis: Conduct competitor analysis on customer service practices and propose improvements to maintain the company’s competitive edge.
Quality Assurance: Ensure all communications with players meet the highest quality standards and comply with company policies and procedures.
Documentation and Reporting: Ensure all player interactions and feedback are accurately documented and reported in internal systems, following company protocols.

Experience within Customer Service. 
Flexibility: Ability to work shifts, weekends, and holidays as required, ensuring 24/7 support coverage
Team player: Collaborative mindset, with experience working with cross-functional teams (e.g., product, marketing, and compliance teams).
Fluent English – both written and spoken. 
Proven planning and organisational skills.
Experience in customer service within a large volume call center environment, experience in gaming or a related industry is an advantage.

Strong passion for customer service and creating lasting relationships with players
Ability to stay informed about industry trends and competitors
Energetic, dynamic, and enthusiastic about providing excellent service
Familiarity with CRM software, live chat platforms, and basic troubleshooting; experience with iGaming platforms is advantageous

The ideal candidate will be a self-motivated energetic individual
Requires a target driven individual
Effective and well-developed communication skills are a prerequisite for the role, both written and verbal
Excellent decision-making ability
Innovation and ability to think “outside the box”
Strong work ethic
Ability to thrive in a fast-paced environment and value attention to detail
Candidates have a level of understanding people maintaining a positive, empathetic attitude toward players and team members
Change management: Ability to deal with high levels of change and continuing to stay motivated, focused and results driven
FUN and high energy!

Customer Service Agent