As a Customer Experience Specialist, you'll be an essential member of the Customer Experience Team, providing an unbeatable experience for our clients. You'll provide a service that exceeds our customer expectations, taking ownership, and ensuring queries and issues are resolved on the first contact. Our commitment to putting customers first is at the heart of everything we do. 🚀

Working at our company means working at a young, international, and fast-paced iGaming and technology company that offers an ideal workplace for those who want to have a real impact on the growth of an organization and are craving responsibilities. It also means having lots of fun! 🎉

✍️ Your daily tasks will be 

• Answering customer queries via chat and email in fluent Japanese;
  
• Investigating, escalating, and resolving customer cases e.g. payment problems, game rounds;
  
• Collaborating with other teams and external partners;
  
• Being an active voice for the best customer experience inside the company;
  
• Handling calculations of cashback for VIP users;
  
• Working with Data Tools to have the correct understanding of customer metrics and data;
  
• Handling Responsible Gambling cases;
  
• Handling communication of Fraud and Security cases;
  
• Doing side-by-side training with newcomers;
  
• Writing Confluence pages and sharing the information within the team;
  
• Generating transaction reports for customers;
  
• Upselling and conversion initiatives for crypto currencies, promotions and other revenue-generating activities.
  

✔️ What we expect from you

• Fluency in written and verbal Japanese;
  
• Excellent communication skills with customers and internally with the team (in English);
  
• Great eye for detail and problem solving;
  
• Ability to multitask, work in a team, and adapt quickly;
  
• Tech-savvy – skilled with computers and new technologies;
  
• Previous experience managing demanding customers;
• Minimum of 1 year experience in Customer Experience role in the iGaming industry;
  
• Basic knowledge of cryptocurrencies, sports betting, and casino games is a plus.
  

🚀 What will you find at Yolo Group?

• Generous learning & development package 📚 (personal development plan & trainings, company-wide knowledge sharing & trainings)
• Opportunity to invest in the Group’s own venture fund, Yolo Investments 💸
• Focus on your well-being via monthly sports compensation, 3 health days per year, and private health insurance
• Celebrating together! 🥳 Birthday day off, paid vacation days to celebrate personal life achievements, e.g., child’s first school day, engagement, marriage, etc.
• Comfortable offices, plenty of fruits 🍎, snacks, drinks, and good vibes
• Most legendary events and networking opportunities with colleagues across the whole Group 🎉
• Free parking at the office

If you feel excited, but would like to hear more, don't hesitate to apply, and we will sort everything out as we go! 

Yolo Group brings next-level innovation to the worlds of gaming, fintech, blockchain, and more. Serving millions of users worldwide, the Yolo Group is committed to putting the customer at the center of the universe via a wide range of fun, fast and fair products and services. Powered by a team of 900+ Yoloers from 60+ different nationalities around the world, the Yolo's disruptive DNA is matched only by a desire to take everything we work on "to the moon".