Our client is expanding, and they're on the lookout for new talent to join their team! Working for our client means being part of an innovative international online gaming company. It's an ideal workplace for those who want to make a real impact on the growth of the company and take on responsibilities. Plus, it's a lot of fun!
As a key member of the Customer Account Team, you'll provide an exceptional experience for their Japanese market. You'll ensure that customer queries and issues are resolved on the first contact, working in a fast-paced environment that is constantly evolving and innovating, with their customers at the heart of everything they do.
Responsibilities:
- Building long-term relationships with customers to increase engagement and gain the loyalty and trust of Japanese account holders.
- Taking ownership of your assigned portfolio and managing accounts proactively.
- Delivering outstanding service to Japanese account holders through chat and telephone calls, ensuring their needs are met promptly and effectively, while maintaining a high level of professionalism and personalization.
- Acting on opportunities that drive retention, growth, and reactivation, monitoring new potential accounts, and increasing product and brand knowledge.
- Conducting analysis of recent online game player behaviors.
- Identifying and providing data-driven solutions, applying best industry practices in solving queries, and taking full ownership of escalated customer issues.
- Analyzing the performance of your portfolio and key KPIs.
- Applying best practices in relation to hosting and attending online gaming events.
Requirements:
- At least 3+ years of experience within the customer service/account management/client relationship management job.
- You don't need to be an expert at playing online games, but you must have an interest in them.
- Full working right in Australia
- Good English and Japanese language skills, both written and verbal.
- Excellent writing and communication skills with attention to detail.
- Commitment to delivering the absolute best customer service experience.
- A proactive and positive mindset, with the ability to handle stressful situations and challenging conversations with customers.
- Ability to multitask and prioritize your daily workload
- Project management skills.
Benefits:
- Continuous training and development opportunities.
- Monthly sports allowance, three wellness days per year, and private health insurance.
- Recognition for long-term employment.
- Temporary remote working options: Enjoy flexibility with opportunities to work remotely.
- Free parking: Office parking available.
At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.
We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit hoban.com.au/adjustments for additional contact details.
