Native Japanese Customer Service Agent

Customer service agents deal with casino customers via chat, phone and email. Agents make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to the customers.

Responsibilities:

• Provides excellent customer service assistance to casino clients via chat, phone and email.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; escalating requests to the relevant departments
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Able to handle stressful situations
• Involves management during an escalated customer issue when necessary to satisfactorily resolve the customer’s concern.
• Able to work on shifting schedules (morning and night shifts, 00:00-08:00, 08:00-16:00)
• Able to work as part of a team
• Efficiently works together with the team in reaching the personal, team and department Key Performance Indicators (KPIs) set every month based on the Service Level Agreement (SLA)
• Communicates with management about errors with system/website issues.
• Validating customer documentation
• Performs other duties as assigned.
• Will be directly reporting to the Team Leader.

Professional requirements:

• Native Japanese speaker;
• Professional use of the English language;
• Great communication skills, flexible and reliable;
• Good computer skills and multitasking abilities.