Japanese Team Lead
2 weeks ago
Vacancy: Japanese Team Lead - Customer Service
Location: Kuala Lumpur Malaysia.
Salary Max: RM 12,500
Process: Travel App
Language: Japanese + English
Headcounts: 5
Joining Date: ASAP or with Notice period
Shift timing : 8am to 11.30pm, rotational Mon-Sun (No Late Night SHifts)
Education: Diploma and Bachelor 's degree plus at least 1 year Team Lead Customer Service experience
Role & Responsibilities:
- Manage Team that Take call and provide accurate answer to customer queries.
- Delivery excellent customer support & services and offering patient assistance at all times.
- Respond to customer’s inquiries over knowledge acquired through training (client product, continuous improvement, and refresher courses).
- Deliver customers support & services effectively through active communications.
- Meet and exceed all key performance indicators set by the company and the client.
Role & Responsibilities:
- Operation Compliance Management
- Recruitment, mentoring and training up junior and new staffs
- Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
- Performance management: career counseling, coaching, performance development, 1:1's mentoring, Team huddle, Ops calibration etc.. to make sure the team achieve the glide goal.
- Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
- Control Team roster to be efficiencies and work with SMEs/QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.
- Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
- Working with Global team & build up client relationship and handle all reports (if needed)
Lead Requirement:
- Fluency in English + Japanese (Speaking, listening, writing and reading). working 100% English.
- University/Colleges required.
- 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.
- Experience in a high-growth organization strongly preferred.
NOTE: The paperwork and relocation expenses will be handled by the company
**Job Types**: Full-time, Permanent
Pay: RM12,500.00 per month
Application Question(s):
- What nationality are you?
- Are you willing to relocate to Malaysia?
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