Job Description:
We are seeking an experienced and fluent Japanese-speaking Customer Support Team Lead to join our client's dynamic and growing team. Based in Malta, you will lead a team of customer support representatives to ensure their clients receive exceptional service and assistance. Your role will involve supervising daily operations, resolving escalated issues, and maintaining a high level of customer satisfaction.
Responsibilities:
- Lead and mentor a team of Japanese-speaking customer support representatives.
- Manage day-to-day operations, including assigning tasks, monitoring performance and KPIs, and ensuring service quality.
- Handle escalated customer inquiries and issues, providing swift and effective resolutions.
- Collaborate with other departments to improve customer support processes and workflows.
- Analyze customer feedback to identify areas for improvement and implement necessary changes.
- Prepare and present regular performance reports to management.
- Stay updated on industry trends and best practices to enhance customer support strategies.
- Foster a positive and motivated team environment.
Requirements:
- Japanese native speaker able to communicate fluently in English, both written and spoken.
- Proven experience in customer support, with a minimum of 2 years in a leadership or supervisory role.
- Strong understanding of the iGaming industry and its specific customer service requirements.
- Excellent communication and interpersonal skills.
- Problem-solving mindset with the ability to handle challenging situations.
- Proficiency in using customer support tools and MS Office software
- Exceptional organizational and multitasking abilities.
- Based in Malta
To find out more about this great opportunity and many others, get in touch with the Betting Connections team.
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