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Japanese-speaking Customer Support Agent to iGaming client in Malta

Job Description

Job Purpose:

To handle customer communication on behalf of the client, researching and resolving customer issues, using available tools and interdepartmental support. Problem solving, administering the customer’s account.

 

Essential Job Functions / Main Duties & Responsibilities:

  • Answer and support customer facing communication in required languages, and translate emails, website information and any other matter as requested
  • Research solutions to customer issues
  • Interact with various department to resolve customer issues
  • Use available tools and information resources to resolve problems
  • Use a comprehensive knowledge of the website to investigate and resolve issues
  • Escalate unresolved problems in accordance with establish policy procedures and protocols
  • Administer client account management including updating notes in accounts
  • Research transaction discrepancies and take appropriate action
  • Monitoring of customer activity, including assisting in the identification of fraudulent activity or abuse
  • Amending / adjusting transactions in customer accounts when necessary or instructed
  • Maintain professionalism and adhere to company standards during all interactions
  • Assistance with special Customer Services projects
  • Other tasks and duties as assigned

 

Skills & Qualifications:

  • Ability to think critically and draw from experience to make decisions
  • Computer literacy
  • Care in dealing with sensitive information
  • Ability to understand both written and oral instructions in English and Japanese 
  • Ability to write, read and speak in the required languages
  • Ability to deal with ambiguity and identify customer’s needs
  • The ability to organize and manage multiple priorities
  • Ability to independently research solutions and solve problems
  • Strong customer orientation
  • Excellent interpersonal and communication skills
  • Performance driven and a strong team player
  • Fluent and advanced skills both oral and in specialized languages would be an asset
  • High school diploma required
  • Flexible and can quickly adjust to frequent process and information changes

 

Knowledge & Experience:

  • Minimum of 3 years in a position with relevant experience would be an asset
  • Knowledge of Sportsbook industry would be an asset
  • Basic office skills including knowledge of Microsoft Word and Excel

Ref: JPMT728457

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