Simplicity is a services provider to Bally’s Interactive is the digital arm of one of the world’s leading entertainment providers, Bally’s Corporation, with tens of millions of players across the globe and big plans always in the works. Our brands and sites include market movers and shakers like SportsCaller, Monkey Knife Fight, Vera&John, Virgin Casino, Jackpotjoy and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players.
We are looking for a Customer Service Manager to overlook our Asia Operations, reporting into our Head of Customer Operations.
- Champion the Japanese customer service team to provide an outstanding customer experience and always strive to go that extra step.
- Bring an inspiring style of leadership and energy that motivates and aligns the team through clear communication & team development.
- Execute customer service strategy on daily basis.
- Constantly strive to improve efficiency and customer experience through a combination of process improvement and optimisation of customer support tools underpinned by data.
- Assist with improving customer support tools, by ensuring proper escalation of issues & new features through the appropriate channels.
- Measure, report, and recommend of actions to higher management.
- Maintain a performance culture, through clear KPIs, performance reviews and pro-active improvements.
- Manage / lead on key projects across the business where asked.
- Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures
- Customer focused
- Native level of Japanese, fluent English
- Strong people management and leadership skill
- Strong communication and interpersonal skill
- Positive attitude and mindset toward any challenge or change
- Analytical and detail oriented
- Ambitious, goal oriented, organized, pro-active, communicative and big-picture view
- Good Excel and Powerpoint skills
- Solid understanding of the Japanese market and psychology behind the customer behaviour
Experience & Qualifications Required:
- Bachelor or higher educational degree
- Customer service or sales experience
- Managerial experience
- International experience and mindset
What's in it for you?
We also believe in providing an environment where employees can flourish – you’ll be working in a very modern work environment – and we will make sure you will also have enough time to unwind with our monthly office events and team-building activities. This is Bally's Interactive and we’re here to make gaming everything it should be.