Japanese Speaking CSR | Online Gaming Industry  

Responsibilities

• Respond to inbound telephone calls and chat in Japanese and (English) in a timely manner and may generate outbound calls regarding information on aspects of KYC doc, deposits, and withdrawals and promotions.
• Answer general customer service questions from players, explain multiple product features, and promotions
• Monitor social media sites, another forum for customer issues
• Track, record and resolve customer complaints that come in
• Use email, chat function and telephone customers, as needed, to resolve issues coming from players and our partners
• Verify KYC documents in Japanese
• Log consistent product issues and escalate to help identify potential game related issues
• Assist Marketing Team on an ad-hoc base; translation, competitor analysis
• Adhere to established Client Support Services’ procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
• Provide general information and support on any payment related topic or product and direct the customer accordingly.
• Use several computer programs to respond to customer inquiries.
• Document cases to show action taken.

• Must possess a clear speaking voice and strong verbal communication skills in Japanese
• Intermediate level English desirable
• Ability to read, write and speak, Japanese fluently
• Basic PC skills in a Windows; strong keyboard skills are required
• Ability to multi-task and make decisions quickly based on the customer's needs.
• Ability to handle difficult calls in a professional manner.
• Requires accuracy and attention to details.
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
• Knowledgeable of the payments business procedures after the training.
• Ability to work as part of a team.
• Able to navigate through the internet.
• CS Experience is not necessary however the individual interest in helping others is required
• Previous i-gaming experience is required
• Able to work on weekends and open to a variety of shifts problem-solving skills;