Japanese Customer Support / VIP /CRM Agent - Malta

Malta (MT)
27 Sep 2016
27 Oct 2016
Japanese CS/ VIP /CRMA - BC

Key Responsibilities

  • Make customer’s casino experience as smooth as possible in order to boost acquisition and prevent churn.
  • Represent the company in a professional manner.
  • Drive CRM/VIP activity via proactive communications, campaigns & program.
  • Work closely with Head of CRM, CRM coordinator, VIP Manager, VIP executive to develop a seamless contact strategy that will meet CRM/VIP KPI goals while improving on their experience, satisfaction and loyalty.
  • Provide excellent support to our customers via chat, email and phone
  • Forward and escalate technical issues
  • Respond promptly to customer inquiries
  • Obtain and evaluate all relevant information to resolve customer complaints
  • Resolve more complicated/demanding issues with the teamleader/trainer/manager
  • Communicate and coordinate with internal departments (KYC calls)
  • Follow up on customer’s queries
  • Be up-to-date with procedures/promotions
  • Forward customer’s feedback/ideas
  • Work towards Team/own KPI’s
  • Provide accurate, valid and complete information by using the right methods/tools (FCR)
  • Identify and assess customers’ needs to achieve satisfaction
  • Share ideas and workflow improvements with supervisors
  • Follow communication procedures, guidelines and policies
  • Delivery of all CRM/VIP activity for the business within the Japanese market - including e-mail, direct mail, SMS marketing, site/mobile messaging, loyalty programme(s) and other activity streams as required.
  • Owning and managing weekly monthly VIP communication calendar plan in sync with other Marketing communications.
  • Liaise personally with key VIP customers
  • Daily creditation of VIP generosity comps
  • Owning and managing weekly monthly CRM communication calendar plan in sync with other Marketing communications.
  • Drive forward the performance of email marketing in terms of Open Rate, Click Through Rate and ROI whilst reducing unsubscribe rates.
  • Proofing all campaign and ensuring that quality standards are met.
  • Constantly involved in the improvement of the CRM proposition with suggestion and feedback on current processes.
  • Assist in contents translations when required.
  • Conducting continuous competitor screening and analysis.
  • Effectively communicate with other departments through internal chats, e-mails, as well as being open to talk to responsible persons face to face.
  • Have an honest relationship with team leaders/managers by always keeping them as informed as possible and vice versa.
  • Be a good team player by talking and discussing issues with your colleagues.
  • Build solid relationships with customers through all communication channels.
  • Have instant and open communication with other departments such as CRM, Casino operations, marketing, and affiliates.
  • Monthly strategic and operational meeting with brand owners and relevant stake holders for activities planning.
  • Campaigns ROI communications to Head of CRM and VIP manager.
  • Demonstrate and promote company culture and values both internally and externally.
  • Help your team by providing information that could be needed.
  • Contribute by forwarding feedback from customers to other departments.


  • Experience of working in a customer service and/or contact centre environment is preferred
  • Candidates must have at least 2 years of experience within a CRM function (or Customer facing function).
  • On-line experience in Support /Customer Services/Telemarketing.
  • Good knowledge of Email and overall campaign Best Practice.
  • Outgoing phone calls.
  • Some experience of using and optimising CRM techniques ie: segmentation, campaign planning, implementation, customer communication, reporting.
  • Candidates must have at least 2 years of experience within direct customer management (Customer Service or Outbound Telesales) or equivalent in Marketing.
  • You are experienced in working with valuable customers and have the confidence to interact with them on a 1:1 basis.


  • Must be fluent in Japanese at native level with excellent fluency in English
  • Comprehensive knowledge and an understanding of the gambling industry would be an advantage.
  • Excellent written (copy writing) and verbal communication skills in required language.
  • Strong communication skills (verbal, written and presentational) with an inquisitive mind-set and working with multiple teams within the company.
  • Ability to learn new technology/system/applications quickly
  • Confident telephone manner, professionalism and a strong focus on delivering excellent customer service
  • Excellent time management skills, flexibility and adherence to schedule
  • Ability to work in a challenging environment and be able to adapt to changes
  • Strong values for team work, customer service, initiative and integrity
  • An understanding of the iGaming industry is considered as an asset
  • Organized, detail oriented, professional, courteous and self-motivated.