JAPANESE-SPEAKING CUSTOMER EXPERIENCE SPECIALIST

  • Saint Julian's, Malta Island
  • €30,000-35,000 per year
  • Permanent
  • Full-time
  • 12 hours ago
  • FULL TIME
  • SAN GILJAN, MALTA
  • SHIFT
  • 03 October 2025
  • Ref: 422931
Location: Malta or Remote Reporting Line: Reports to Customer Experience Manager Contract Type: Full-timeJob Purpose / Summary: The Customer Experience Specialist will primarily support our Japanese customers encountering technical issues while playing games, address payment-related troubles, and provide bonuses where applicable to ensure customer satisfaction and retention. The role also covers facilitating smoother experiences for deposits, withdrawals, and KYC verification, potentially assisting with withdrawal processes. Using Zendesk as the support tool, the role involves communication via messaging and email, coordinating with internal teams as well as external partners, including game providers and payment service providers. Key Responsibilities: Respond promptly to Japanese customer inquiries regarding technical problems, payments, bonuses, and other support issues. Assist customers with deposit, withdrawal, and KYC verification processes. Provide bonus allocations to enhance customer satisfaction and retention. Communicate and coordinate with internal teams and external partners to resolve customer issues efficiently. Maintain accurate records of customer interactions and follow-up actions in Zendesk. Ensure high-quality support via messaging and email channels. Contribute to a seamless and professional customer experience. Assist the CRM team with email content in Japanese. Required Skills and Qualifications: Previous experience in Japanese customer support. Native-level proficiency in Japanese and strong English communication skills. Experience in online casino operations is a plus. Strong organizational and communication skills. Ability to work flexible shifts, including weekends and public holidays. Other Details: Live chat support for Japanese customers runs from 15:00 to 01:00 Japan time. However, shift hours are always scheduled between 07:00 and 18:00 CET, regardless of the season. Full-time working hours are 40 hours per week. Shifts will be scheduled to cover either morning or evening within the support operations coverage. Familiarity with Zendesk or similar support tools is advantageous. What We Offer Competitive salary. Team-building activities. Various perks and benefits. Hybrid working arrangement. Fantastic office locations. Learning opportunity and internal trainings are provided for career growthProfilesIf multiple Education and Language Profiles are defined, please note that you must fit at least one of them, but not necessarily all.PROFILE 1LanguageReadingSpeakingUnderstandingWritingJAPANESEENGLISHISCED Level: Short-cycle tertiary education - Level (5)Competencies
  • Deal with customer complaints (grant discounts, clarify regulations...)
  • Familiarise customer with and lead them to the right person (technician, sales assistant, head of customer service...)
  • Make nature of the call known (order, sales, information, advertising, assistance...)
  • Present solutions to customer complaints or pass file to the litigation/logistics.... department
  • Collect and deal with complaints of users, clients, occupants, ...
  • Inform customer about product characteristics; advise customer on his/her choice
  • Fill in digital follow-up documents
  • Register activities data (log, register for incidents or complaints...)
  • Introduce oneself on the phone. Check identity and data of the person one is speaking to (customer number, address...)
  • Register complaints offering solutions to customer according to type of incident (breakage, delay, breakdown...)
  • Collect opinions, remarks or complaints and transfer them (can include surveys)
  • Handle: incoming calls (consumer service, take orders, provide assistance to customers...)
  • Handle: outgoing calls (customer loyalty, canvassing for customers, sales to private individuals and companies...)
  • Carry out telephone selling
  • Answer internal or external telephone calls. Pass on messages to guests
Past ExperienceOccupationExperience(months)CLERK, CONTACT CENTRE INFORMATION (CUSTOMER CARE)24Driving LicencesNo Driving Licenses required for this vacancyApplyPlease be aware that you will be submitting the Application as and that your CV will be part of your application. For additional information, use the message box below.Message to employerYou must complete the account profile creation to be able to apply for a course.

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