CUSTOMER SERVICE & SNS AGENT | NATIVE JAPANESE SPEAKER
Don’t miss out on a great opportunity to join a thriving industry, start or develop a career, and grow with us!
Job Details
Seniority Level
- Junior - Mid level
Industry
- E-Gaming
- Communication
Job Functions
- Customer Service
- SNS Management
Employment Type
- Full-time / Half-time
Location
- Remote / JHB South Africa
Skills (Hard)
- Customer Service
- SNS experience (FB, Insta, Twitter, YouTube)
- Microsoft Office
Skills (Soft)
- Quality focus
- Problem Solving
- Clear Communication
- Effective listening
- Willingness to learn & Improve
- Multi-tasking
Education & Experience
- English (Conversational level or higher)
- High School Graduate or higher (University/College degree an asset)
- Previous experience in the service industry a plus
- Own a computer (not older than 3 years old)
- High speed internet
The Department:
The Japanese Customer Service and SNS Agent is responsible for answering customers in a timely & polite fashion.
Purpose of Job:
The main focus area of the Customer Service & SNS Agent will be our casino gaming brand, and will involve responding to customers’ queries, helping the different teams with content translations (localization from English to Japanese), and effectively managing the communications on our SNS channels.
Key Responsibilities & Accountabilities
The position will involve the following areas of responsibility:
- Serves customers by providing product and service information and resolving product and service problems.
- Attracts potential customers by answering product and service questions and suggesting information about other products and services.
- Asks managers for information whenever queries or answers are not clear.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Maintains communications on SNS.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Translates documents from English to Japanese where needed.
- Contributes to team effort by accomplishing related results as needed.
This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.
Essential Criteria:
- Solid experience within the service industry.
- Good understanding of English – you should be able to speak, write, listen, translate and communicate with people on the team.
- Our service is on a minimum response time with the highest service quality model; planning, organization, and punctuality are essential to this position.
- Experience with Microsoft Office programs such as Excel, PowerPoint, Outlook and Word.
Desirable Criteria:
- Experience with E-Gaming or software customer support.
- Understanding the casino games rules, and the customer journey through a service like ours.
Person Specification:
- Native Japanese Speaker.
- The ideal candidate will be a self-motivated, energetic individual.
- Requires a "user satisfaction” driven individual.
- Strong negotiation, analytical skills, and highly numerate.
- Excellent decision making ability.
- Strong work ethic.
- Ability to thrive in a fast paced environment and values attention to detail.
Reporting and interaction:
- Managerially Accountable to: Head of Affiliates
- Key Internal Relationships: Affiliate Marketing and Marketing Operations
- Key External Relationships: Affiliates, Compliance