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.
