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Customer Service Agent
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**Position Overview**:
**Key Responsibilities**:
- Provide excellent customer experience aligned with company values.
- Provide proactive updates to customers when necessary to ensure smooth experience.
- Collaborate with your team to identify and address any recurring customer issues.
- Take ownership of customer inquiries and strive to provide seamless support experience.
- Stay on top of key department KPIs such as FCR, CSAT, and Average Response Times.
- Support business change initiatives with a positive and adaptable mindset.
- Adopt a commercial mindset by identifying opportunities to convert customers and cross-sell products at all touchpoints
- Liaise with internal teams (Risk Operations, Payments, Compliance, Marketing, etc.) to efficiently resolve customer inquiries.
- Escalate important issues through appropriate channels, ensuring seamless feedback loops into management.
- Suggest improvements to the customer journey as needed to enhance overall service quality.
- Support training for new team members and team growth to ensure consistency in customer support standards.
**Requirements**:
- Native proficiency in Japanese (writing and speaking) - Business-level proficiency in English for internal communication.
- Previous experience in customer support, also iGaming is a plus.
- Strong problem-solving skills and attention to detail. - Ability to work in a fast-paced environment and handle multiple tasks.
- Excellent interpersonal and communication skills.
- Ability to work flexible shifts, including weekends and holidays if required.
**Why Work With Us?**:
At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way). We offer:
- ** Competitive Salary & Benefits**:
- **Growth & Development Opportunities**:
- **Creative and Collaborative Environment**
Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
