Japanese-Speaking Customer Experience Specialist

Hero Gaming; Málaga; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading gaming company is seeking a Customer Experience Specialist to support Japanese customers. Responsibilities include resolving technical issues, managing payments, and ensuring satisfaction. Candidates should have experience in customer support, native-level Japanese proficiency, and strong English communication skills. The role offers competitive pay and a hybrid working arrangement.

Servicios

Competitive salary

Team-building activities

Various perks and benefits

Hybrid working arrangement

Fantastic office locations

Formación

• Previous experience in Japanese customer support.
• Strong organizational and communication skills.
• Ability to work flexible shifts, including weekends and public holidays.

Responsabilidades

• Respond promptly to Japanese customer inquiries regarding technical problems, payments, and bonuses.
• Assist customers with deposit, withdrawal, and KYC verification processes.
• Communicate and coordinate with internal teams and external partners.

Conocimientos

Customer support experience

Native-level proficiency in Japanese

Strong English communication skills

Organizational skills

Communication skills

Herramientas

Zendesk

Descripción del empleo

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

• Previous experience in Japanese customer support.
• Native-level proficiency in Japanese and strong English communication skills.
• Experience in online casino operations is a plus.
• Strong organizational and communication skills.
• Ability to work flexible shifts, including weekends and public holidays.

Other Details

• Live chat support for Japanese customers runs from 15:00 to 01:00 Japan time. However, shift hours are always scheduled between 07:00 and 18:00 CET, regardless of the season.
• Full-time working hours are 40 hours per week. Shifts will be scheduled to cover either morning or evening within the support operations coverage.
• Familiarity with Zendesk or similar support tools is advantageous.

What We Offer

• Competitive salary.
• Team-building activities.
• Various perks and benefits.
• Hybrid working arrangement.
• Fantastic office locations.

Join us for this exciting opportunity to grow your career in a dynamic and supportive environment!