Japanese Speaker Team Lead

4 weeks ago

Kuala Lumpur, Malaysia IPNX NIGERIA LIMITED Full time

**Responsibilities**:

- **Team Management**: Lead and mentor a team of customer service representatives, providing guidance, coaching, and performance feedback to foster their professional development.
- **Customer Support Oversight**: Oversee daily customer service operations, including managing inbound inquiries, resolving escalated issues, and ensuring service level agreements (SLAs) are met.
- **Performance Monitoring**: Track team performance metrics such as response times, resolution rates, customer satisfaction scores, and agent productivity, identifying areas for improvement and implementing strategies to optimize performance.
- **Training and Development**: Coordinate training sessions and workshops to enhance the skills and knowledge of team members, keeping them updated on product updates, policies, and best practices.
- **Cross-functional Collaboration**: Collaborate with other departments such as Product Development, Sales, and Operations to address customer concerns, communicate feedback, and drive improvements in products and processes.
- **Reporting and Analysis**: Generate regular reports on team performance and customer feedback, analyzing trends and identifying opportunities for service enhancements or process efficiencies.
- **Escalation Management**: Handle escalated customer issues or complaints that require managerial intervention, ensuring swift resolution and maintaining customer satisfaction.

**Requirements**:

- Proven experience in a customer service role, with at least two years of experience in a leadership or supervisory capacity.
- Excellent communication and interpersonal skills, with the ability to effectively motivate and inspire team members.
- Strong problem-solving abilities and the capacity to make sound decisions under pressure.
- Proficiency in using customer service software and tools, as well as experience with CRM systems and ticketing platforms.
- Analytical mindset with the ability to interpret data and metrics to drive improvements.
- Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- Previous experience in the [industry/sector] is an advantage.

**Salary**: RM11,000.00 - RM12,400.00 per month

**Benefits**:

- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- 13th month salary

**Experience**:

- Team lead: 1 year (preferred)

**Language**:

- Japanese (preferred)

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