Japanese-Speaking Customer Experience Specialist (Maternity Cover)

Location: Malta

Reporting Line: Reports to Customer Experience Manager**

Contract Type: Full-time or Part-time**

Duration: 1st October 2025 – 31st May 2026

Job Purpose / Summary:

The Customer Experience Specialist will primarily support our Japanese customers encountering technical issues while playing games, address payment-related troubles, and provide bonuses where applicable to ensure customer satisfaction and retention. The role also covers facilitating smoother experiences for deposits, withdrawals, and KYC verification, potentially assisting with withdrawal processes. Using Zendesk as the support tool, the role involves communication via messaging and email, coordinating with internal teams as well as external partners, including game providers and payment service providers.

Key Responsibilities:

• Respond promptly to Japanese customer inquiries regarding technical problems, payments, bonuses, and other support issues.
• Assist customers with deposit, withdrawal, and KYC verification processes.
• Provide bonus allocations to enhance customer satisfaction and retention.
• Communicate and coordinate with internal teams and external partners to resolve customer issues efficiently.
• Maintain accurate records of customer interactions and follow-up actions in Zendesk.
• Ensure high-quality support via messaging and email channels.
• Contribute to a seamless and professional customer experience.
• Assist the CRM team with email content in Japanese.

Required Skills and Qualifications:

• Previous experience in Japanese customer support.
• Native-level proficiency in Japanese and strong English communication skills.
• Experience in online casino operations is a plus.
• Strong organizational and communication skills.
• Ability to work flexible shifts, including weekends and public holidays.

Other Details:

• Live chat support for Japanese customers runs from 15:00 to 01:00 Japan time. However, shift hours are always scheduled between 07:00 and 18:00 CET, regardless of the season.
• Full-time working hours are 40 hours per week. Shifts will be scheduled to cover either morning or evening within the support operations coverage.
• Part-time candidates may work fewer hours but must be flexible to cover peak times, sick leave, or holidays of team members.
• Familiarity with Zendesk or similar support tools is advantageous.

What We Offer

• Competitive salary.
• Team-building activities.
• Various perks and benefits.
• Hybrid working arrangement.
• Fantastic office locations.

Join us for this exciting opportunity to grow your career in a dynamic and supportive environment! While this is a maternity cover role, there may be opportunities for the right candidate to continue with us beyond the initial contract.