Team Leader, Japanese

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Oversee and lead a team of Customer Service Representatives who are proficient in Japanese.

• Manage daily operations of the team while ensuring that service levels and performance objectives are met.

• Evaluate both individual and team performance using KPIs, quality assessments, and operational reports.

• Provide ongoing coaching, constructive feedback, and guidance to enhance the professional growth of team members.

• Assist team members with intricate customer inquiries and handle escalated cases.

• Ensure the consistent provision of exceptional customer service across phone, email, and messaging platforms.

• Track customer satisfaction and pinpoint areas for enhancing service quality.

• Ensure adherence to established procedures, policies, and quality standards by team members.

• Manage attendance, scheduling, and team availability in collaboration with operations management.

• Identify operational hurdles and propose enhancements to workflows and processes.

• Maintain effective communication with Operations Managers and other internal stakeholders.

• Assist in the onboarding, training, and integration of new team members.

⛳️ Requirements

• Proficient in spoken and written Japanese.

• Good command of English, both written and spoken.

• Prior experience in a leadership position such as Team Leader or Supervisor within customer service or contact center environments.

• Experience in managing, coaching, and motivating a team.

• Strong grasp of customer service operations and performance indicators.

• Ability to monitor KPIs and analyze performance data to uncover improvement opportunities.

• Excellent problem-solving and decision-making capabilities.

• Proficient in managing escalations and providing support to team members during challenging situations.

• Strong organizational skills with the ability to juggle competing priorities.

• Willingness to work on rotating shifts, including weekends and public holidays, based on business needs.

🏝️ Benefits

• Work-from-home arrangement in Malaysia.

• Competitive compensation package.

• Performance bonus opportunities.

• Employee benefits.

• Opportunities for career and professional development.

• Access to thousands of free learning courses.

• Initial training and ongoing coaching.

• An inclusive and supportive working environment.

• Opportunity to collaborate with a global team.

• Relocation support.