Team Leader / Team Manager Japanese-speaking Customer Support Agent (VAC-D2349)

Full Time @StaffMatters Recruitment Specialists in Customer Service
  • Post Date : April 4, 2024
  • Apply Before : April 19, 2024
  • Salary: Negotiable
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Job Detail

  • Job ID 25148

Job Description

Our client is an established and profitable online casino company facing the Asian market with an experienced leadership team who have spun out from major household gambling operators. They are looking for a Team Leader / Team Manager Japanese-speaking Customer Support Agent for their office in Limassol. This person will be responsible for managing the Customer Support team members as well as the handling of all customer support questions coming in to our company. The role also contributes to the assistance of the Operations team in the retention of customers through quick and quality communication to all their queries. The role also has the responsibility of following the trends of incoming volumes, alerting the business to significant variations in them and managing to schedule the tasks and shifts of the team members with the goal of providing sufficient and great customer service.

Responsibilities:
You will be part of Customer support team (both in Malta and Hong Kong) and will work closely together with the CRM department, Casino Manager, Head of Japan and RFP department
Responsible for managing the performance of the CSAs
Reporting team development and activities to the Chief Commercial Officer
Analyse data and propose the best strategy possible to cover the lines in an efficient manner
Plan future workload and organise motivational activities
Effectively manage, support, and encourage individuals and the team as whole
Make sure that the team is working in a positive and enjoyable environment
Assist and coach team members when needed
Organize and manage the hiring process of new team members and provide them with full training to become fully operational CSAs
Report on and analyse team performance on daily, weekly, and monthly basis and organize training where necessary
Quality checks of customer’s contacts, analysing them and making sure that our customers are getting the expected level of customer support services
Make sure that the team use the best possible and updated workloads
Escalate any errors to relevant departments and work closely to find solutions which better the customer experience
Propose new ideas for creating better working environment and better customer experience
Create working scheduled for effective daily workload and line coverage
Keep up to date with the new campaigns and features and make sure that every member in the team understand them
Be updated with the new RG and AML rules
Work closely with the HR specialist in Hong Kong.

Requirements:
Previous experience in the iGaming business for Japanese market
Experience in team leading role is beneficial but not mandatory
Native Japanese with excellent command of the written language
Intermediate to fluent English skills
Excellent written and verbal communication skills are essential
Ability to manage team face to face and remotely
Positive and supportive attitude
Strong leadership skills
A real problem-solver who is able to stay calm in stressful situations
Self-motivated and able to help where need it
Excellent communication skills to cooperate with other department

Salary:
The company is offering a salary of up to 45K EUR gross per annum + mobile phone covered up to 50Eur a month, breakfast Tuesdays, Lunch Fridays, health cover. Relocation package can be offered.

Working hours:
The working hours are Monday to Friday from 09:00 to 18:00 Cyprus time (onsite)

TO APPLY for this job opportunity, send your CV (in English please) to [email protected] and include the reference:  Team Leader / Team Manager Japanese-speaking Customer Support Agent – VAC-D2349. We look forward to hearing from you!

 

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