Jon Title: Team Leader (Japanese Speaking)

Location: Cyber Jaya, Malaysia.

Salary: Upto RM 12,400 max + Allowances

Work Type: Work from Office

Process: Travel App

Languages: Japanese + English (Read, Write & Speak)

Headcounts: 2

Joining Date: ASAP or with Notice period 

Shifts: 8am to 11.30pm, rotational Mon-Sun *(No Late Night SHifts)*

Qualification & Eligibility: Diploma and Bachelor 's degree plus at least 1 year experience with an international process into customer service a Team Lead 

*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.


• 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.  


• Work with workforce management tools and business tools to monitor calls and emails/Chat/Messaging to ensure schedules are achieved 


• 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* : 

• Excellent fluency in English + Japanese (Speaking, listening, writing and reading). working 100% English. 


• 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*