Kawaii Partners

Customer Support

• Serves customers by providing product and service information and resolving product and service problems. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Contributes to team effort by accomplishing related results as needed. Meet personal/customer service team targets. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers.

Customer Support Agent

Customer Success Manager

• Introduce, develop and optimise CRM activity for the US and other markets
• Implement customer promotions to enhance user experience, engagement and commercial KPIs
• Manage and optimise automated flows
• Create, execute and report multi-channel campaigns across CRM tools
• Build HTML emails, push notifications, app messages, social media posts, automated email flows, promotional pages and purchase offers
• Coordinate production of marketing materials (copy and image assets) and deliver CRM campaign setups on time and with quality
• Conduct post-campaign reporting and proactively suggest and implement improvements
• Work with multiple data streams for segmentation and execute A/B testing
• Define target audiences and campaigns via CRM and marketing tools

CRM Specialist

Operations

As an Ops Specialist, you will be accountable for conducting account verification, detecting and preventing fraudulent activities, processing player redemptions and maintaining compliance with company policies and procedures.
Early detection and prevention of fraudulent accounts and suspicious transactions through comprehensive analysis and review of transactional data.
Reviewing transaction reports for suspicious activity and performing investigations to identify fraudulent activity or other anomalies.
Conducting KYC (Know Your Customer) procedures to verify customer identities and assess risk levels, including processing of KYC profiles and conducting Enhanced Due Diligence (EDD) reviews on high-risk customers.
Ensuring document integrity and compliance with policies and best practices, while coordinating with relevant teams for further handling of potential risks.
Managing the entire payments operations process, including receiving, processing, verifying, and reconciling redemptions, as well as making decisions regarding account closures and reward declines.
Assisting other departments with risk, fraud and payments operations related queries and investigating any discrepancies in the system.
Collaborating with internal teams to ensure consistency of documentation practices and evaluating policies and procedures for compliance.
Providing accurate and up-to-date records of customers and monitoring progress and status of assigned cases.
Reporting operational, system, and policy issues promptly and making day-to-day decisions with minimal supervision to ensure effective operational management.

Customer Support Agent

CRM Specialist

Player Operations Specialist