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Vip Customer Service Representative

1 month ago

Melbourne, Australia Easygo Full time

Easygo is a well-established tech startup, we pride ourselves on being early adopters, progressive in our approach and adaptable to the ever-changing technology landscape. Our core focus is in the online gaming space building well-designed casino games, crypto platforms, and sportsbooks. The products we build are used by millions of people around the world and you’ll see their logos on an EPL team, the UFC, advocated by e-gamers and in a number of other sporting places.

The last 2 years have been huge for us, we have grown from 20 to 150+ team members. Whilst the products that we build are global, the majority of the team sits in Melbourne at our Australian headquarters in the heart of the CBD where we have 2 amazing offices in the same building with all the bells and whistles you could ever want including an in-house barista, pool, and table tennis tables, PS5 and Nintendo Switches, a meditation room, help yourself drinks fridge and snack wall, catered breakfast daily, weekly massages and a pub lunch.

**What you will do**:
As a Japanese speaking VIP Customer Service Representative you will work exclusively with out most valuable players in our Japanese market to ensure they receive a high standard of service. You will partner closely with multiple teams across the business including Marketing, Support and Development to keep players informed about any changes across the site.

We will give you full training and continuous support to ensure you have a strong understanding of our Sportsbook and Casino platform which will make addressing customer queries simpler.

**Who are we looking for**:
You are a proactive and positive Customer Service Representative who is passionate about people and providing them with amazing experiences.

All of your interactions with our players will be via a chat system so if you are tech savvy this would be a bonus.

Being fluent in Japanese is essential for this role.

**Main Duties & Responsibilities**:

- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Keeping records of customer interactions, transactions, comments and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.

**Requirements**:

- Fluent in Japanese and English both verbal and oral
- High school diploma, general education degree or equivalent.
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
- Experience working with customer support.
- Gambling and/or Sports knowledge advantageous.
- Excellent communication
- Ability to take initiative.

Kindly note - This role is a full time role that would require you to work 6 days a week, 6 hour days.

**Benefits**
- Quarterly team socials, as well as lots of ad-hoc get-togethers, and things for you to get involved in (if you want).
- $750 to spend on any upskilling/training course that you would like per annum
- Optional flu shots for the entire office and paid time off to get your covid vaccines.
- Catered breakfast and any snacks that you would like, we will order
- Friday parmas/pub lunch & drinks at the Mitre Tavern every week, paid for by us.
- Massage Wednesdays, we get a professional in to do these
- Ping pong table, a games room with PS5 + dartboard are used daily
- Company retreats every year
- 1 paid volunteer day per year
- A full-time barista/kitchen manager who will make you coffee, tea, smoothies, and fresh juices
- A fully stocked help yourself fridge with all the drinks you could possibly want

And we have many many more initiatives that we will be rolling out over the next 12 months.

“We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant”

We believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.

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