Languages
Japanese
English
Information

Customer Service

1 year

Permanent

Indefinite

Full-time

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JAPANESE CUSTOMER RELATIONS OFFICER

Malta

Description


JAPANESE CUSTOMER RELATIONS OFFICER

Overview of Role

The Customer Relations Officer provides an interface between the Company and our Customers, providing support and assistance via email and other communication channels, whilst at the same time detecting suspicious / fraudulent activity within the system, using the tools provided.

Responsibilities

Responding to all Client/Merchant/Bank or Police incoming emails from the CRM ticketing system in a professional, polite, informative, thorough and timely way, providing a high level of personalised customer service
Maintaining a consistent and positive customer service image when interacting with customers
Effectively handling the following tasks while on shift: Bank pay in/pay out approval, verification of KYC documents, approving/rejecting dormant accounts, processing of compliance and fraud monitoring reports, checking of system notifications and approving/rejecting change of user details
Identifying fraudulent activity and reporting any suspicious activity to the Customer Relations Manager/Compliance Team
Proactively keeping up to date with company activities, products and services to ensure queries are handled in a professional manner
Ensuring a high quality/standard of work and service throughout
Escalating any issues to department manager as and when appropriate
Identifying internal and external system errors and reporting accordingly
Pro-actively suggesting ideas to improve usability
Creating interest in company services by informing customers of other products / services available
Working in a supportive way with other departments
Participating in team events to promote good team relations
Any other duties as may be reasonably required
Requirements:
Excellent verbal and written communication skills in English
Knowledge of Japanese written communication will be an advantage
Proficient use of Microsoft Office applications
Must be tactful and professional when dealing with customers
Ability to apply knowledge and experience to make appropriate and timely decisions under pressure
Must enjoy customer contact and query resolution
Attentive to detail and focus on high quality communications
Well organised, and methodical, with the ability to prioritise and multi task
Able to work independently and as part of a team
Able to work shifts as required

Requirements
Offer