- Location
- , MY
- Type
- Full-time
- Department
- Management
- Seniority
- Lead
- Experience
- 2+ years
- Closing date
- Today
- Source
- iCIMS
Description
Overview
Location: Kuala Lumpur, Malaysia (G Tower) Working Hours: 8AM-5PM, Monday to Friday. (Following Japanese Public holiday)
The shift arrangement is subject to change based on operational and client requirements.
Position Overview
We are looking for a Customer Service Team Leader (Japanese Speaking) to lead and manage a team of customer service representatives within a fast-paced contact center environment. This role is responsible for driving operational performance, ensuring service excellence, supporting team development, and maintaining strong client satisfaction while achieving key performance indicators (KPIs).
The ideal candidate should possess strong leadership capabilities, stakeholder management skills, and experience in customer service operations.
Responsibilities
Key Responsibilities
- Lead and manage a team of customer service agents to achieve operational KPIs and service level agreements (SLAs).
- Monitor daily team performance including productivity, quality, CSAT, attendance, and adherence metrics.
- Conduct regular coaching sessions, performance reviews, and development plans for team members.
- Handle customer escalations and support resolution of complex cases.
- Collaborate closely with Operations, QA, Training, and Workforce Management teams to improve operational performance.
- Prepare and analyze operational reports and performance trends.
- Ensure compliance with company policies, operational procedures, and client requirements.
- Support employee engagement activities and promote a positive team environment.
- Manage staffing challenges and adapt quickly to operational changes.
- Participate in calibration sessions and process improvement initiatives.
Qualifications
Requirements
- SME, TL, SV, Trainer, QA and OM are welcome to apply.
- At least Diploma or equivalent educational background
- Minimum 2–3 years of experience in a contact center/customer service environment.
- Preferred candidates with banking or credit card related working experience
- Previous supervisory or team leadership experience is highly preferred.
- Strong communication, interpersonal, and stakeholder management skills.
- Experience handling KPI management, coaching, and performance improvement.
- Ability to work in a fast-paced and dynamic environment.
- Strong problem-solving and critical thinking skills.
- Ability to manage stress and adapt to operational changes.
Language Requirements
- Native level Japanese proficiency
- Business-level English proficiency (B2 level and above)
Preferred Qualifications
- Experience supporting international or regional customer service operations.
- Experience in voice and non-voice support environments.
- Familiarity with CRM systems and contact center tools.
- Experience in handling escalations and client communications.
