Japanese Customer Support Team Leader

Our Client is seeing an experienced an Japanesespeaking Customer Support Team Lead to join our dynamic and growing team. Based in Malta you will lead a team of customer support representatives to ensure our clients receive exceptional service and assistance. Your role will involve supervising daily operations resolving escalated issues and maintaining a high level of customer satisfaction.

Tasks

• Lead and mentor a team of Japanesespeaking customer support representatives.
• Manage daytoday 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.
• Analyse 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

• Candidate must be based in Malta
• Native/Fluent Japanese 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
• Problemsolving mindset with the ability to handle challenging situations
• Proficiency in using customer support tools and MS Office software
• Exceptional organizational and multitasking abilities

Benefits

• Attractive remuneration package
• Wellness Benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Health Insurance (after probation)
• Breakfast/Lunch all week
• Monthly snacks allowance
• Training Support
• Modern office facilities
• Exciting Company Events