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DESCRIPTION
As a Customer Experience Specialist, you'll be an essential member of the Customer Experience Team, providing an unbeatable experience for our clients. You'll provide a service that exceeds our customer expectations, taking ownership, and ensuring queries and issues are resolved on the first contact. Our commitment to putting customers first is at the heart of everything we do.
- Answering customer queries via chat and email in fluent Japanese;
- Investigating, escalating, and resolving customer cases e.g. payment problems, game rounds;
- Collaborating with other teams and external partners;
- Being an active voice for the best customer experience inside the company;
- Handling calculations of cashback for VIP users;
- Working with Data Tools to have the correct understanding of customer metrics and data;
- Handling Responsible Gambling cases;
- Handling communication of Fraud and Security cases;
- Doing side-by-side training with newcomers;
- Writing Confluence pages and sharing the information within the team;
- Generating transaction reports for customers;
- Upselling and conversion initiatives for crypto currencies, promotions and other revenue-generating activities.
REQUIREMENTS
What we expect from you
- Fluency in written and verbal Japanese;
- Excellent communication skills with customers and internally with the team (in English);
- Great eye for detail and problem solving;
- Ability to multitask, work in a team, and adapt quickly;
- Tech-savvy – skilled with computers and new technologies;
- Previous experience managing demanding customers;
- Minimum of 1 year experience in Customer Experience role in the iGaming industry;
- Basic knowledge of cryptocurrencies, sports betting, and casino games is a plus.
