Japanese speaking Customer Support Team Leader - Malta

Firma: Betting Connections
Job-Typ: Vollzeit
Gehalt notizen: Competitive

On behalf of our renowned iGaming client we are currently looking for a Japanese Speaking Customer Support Team Leader to join their dedicated team in Sunny Malta.
The Japanese speaking Team Leader is responsible for managing the Japanese Support team ensuring the successful day-to-day of the Customer Service Operation within their respective functions. The Japanese Team Leader will take responsibility for agent reports, coaching, quality monitoring as well as task distribution.

 

  • Reporting and assisting the Head of Support to deliver against operational KPI's
  • Review relevant data to determine customer service outputs
  • Support the implementation of strategies to improve quality of service and productivity
  • Liaise with department managers to support and implement growth strategies and changes
  • Contribute to the continual improvement of CS Operational performance

Key Responsibilities:

  • Manage the Japanese support performance within their respective verticals
  • Provide detailed performance analysis of their respective function
  • Assist with managing the Japanese Customer Services workflow
  • Contribute to the continual improvement of CS Operational performance
  • Responsible for the development of team members
  • Maintain an engaged team
  • Effective recruitment and on-boarding
  • Supporting the wider management team
  • QA and provide daily training to the agents
  • Serve as knowledge base for the agents (consultation and escalation)
  • Extract and analyze daily/weekly/monthly reports of the operations to understand the floor workload
  • Monitoring productivity and efficiency of the team to ensure Company’s objectives and KPIs are met
  • Monitoring the agents roster
  • Holding daily brief meetings with the agents
  • Conducting monthly meetings

Requirements:

  • Native and Business level of Japanese
  • Fluent English language skills (written and spoken)
  • Strong social and communication skills with positive attitude “can do” approach
  • Ability to handle customer queries and act as a role model to agents on handling customer issues
  • Ability to multi-task and handle pressure
  • Ability to adopt and implement fast new procedures and knowledge
  • Dynamic, Creative and able to work in an ever-changing growing environment
  • Good decision-making and problem-solving skills
  • Attention to details and numbers
  • Enthusiastic & Self-Motivation
  • Thorough Product Knowledge and Industry Experience
  • Leadership & Motivational Skills
  • Results-Oriented
  • Employee Training Experience
  • Interviewing Skills
  • Strong Customer Service Skills & Relationship Building

 

To find out more about this great opportunity and many others, get in touch with the Betting Connections team. We have options for speakers of many languages across Europe with positions based in Greece, Portugal, Germany, Ireland, Malta, Gibraltar, UK, Czech Republic, and elsewhere.

 We offer a 250 euro ‘refer a friend’ bonus for successfully placed candidates, so please send us any candidates that you feel might be suitable for this role.

Get in touch with us to kick-start your career today!

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