- Location
- , TH
- Workplace
- Onsite
- Type
- Full-time
- Department
- Operations
- Seniority
- Lead
- Education
- Bachelor
- Closing date
- Today
- Source
- iCIMS
Description
Overview
Team Leader – Customer Service (Japanese or Korean Speaking)
Location: Bangkok, Thailand (on-site)
Industry: Customer Service for a well-known international company
Working hours: 24/7 operation, Monday to Sunday, rotational shifts (including nights, weekends and public holidays), subject to operational requirements
Language: Japanese or Korean: native level or C1 and above · English: B2 and above
Overview
We are looking for a Customer Service Team Leader to join TP (Teleperformance) in Bangkok, Thailand. You will lead and support a Japanese- or Korean-speaking Customer Service team by providing coaching and guidance, monitoring team performance and KPIs, handling escalations, and ensuring that service and quality standards are consistently met in a 24/7 operation.
Responsibilities
Key responsibilities
- Provide coaching, mentorship, guidance and ongoing development to team members.
- Lead and manage a high-performing Customer Service team, ensuring consistent achievement of operational and service standards.
- Set team goals, monitor performance, and work with team members on action plans for continuous improvement.
- Monitor and manage key operational KPIs such as CSAT, Productivity, Quality, Attendance, Shrinkage and project-specific metrics.
- Conduct regular 1-on-1 coaching, performance reviews and feedback sessions.
- Handle and support customer escalations and complex cases in Japanese or Korean, ensuring timely resolution.
- Analyse performance data, identify trends and improvement opportunities, and implement corrective and preventive actions.
- Collaborate with Operations, Training, Quality and Workforce Management to improve team performance and customer experience.
- Ensure compliance with company policies, client requirements and operational procedures.
Qualifications
Requirements
- Japanese or Korean: native level or C1 proficiency and above.
- English: B2 proficiency and above.
- Bachelor's degree preferred.
- Minimum 1–2 years of people management or team leadership experience in Customer Service / BPO.
- Good understanding of Customer Service / BPO KPIs such as Shrinkage, Productivity, AHT and CSAT.
- Strong analytical, problem-solving and communication skills.
- Able to work 24/7 rotational shifts, including nights, weekends and public holidays.
- Willing to relocate to Bangkok if currently residing overseas; available to start immediately or on short notice preferred.