Japanese Speaking Customer Support Manager

Japanese Speaking Customer Support Team Manager

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Location: Cyprus

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What you will be working on:

• 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.

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Experience & skills

• Experience in team leading role is beneficial but not mandatory

• Excellent written and verbal communication skills are essential

• Ability to manage team face to face and remotely

• Positive and supportive attitude

• Previous experience in the iGaming business for Japanese market

• Native Japanese with excellent command of the written language

• 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 departments

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