David Kennedy Recruitment is working with a global customer experience and technology services company that is seeking to onboard a Japanese-speaking Team Leader to lead its Japanese-speaking Customer Service team in Malaysia.
As a Japanese-speaking Team Leader, you will oversee the day-to-day operations of a customer service team supporting customers across travel-related products and services, including hotels, flights and activities.
You will be responsible for guiding and supporting Customer Service Representatives, monitoring team performance, ensuring service quality and helping the team achieve operational targets. You will act as the main point of contact for team members, providing coaching, feedback and support to ensure an excellent customer experience.
Position: Team Leader (Japanese)
Location: Malaysia
Model: Remote
Employment type: Full time
DUTIES AND RESPONSIBILITIES:
Lead and supervise a team of Japanese-speaking Customer Service Representatives
Oversee daily team operations and ensure service levels and performance targets are achieved
Monitor individual and team performance through KPIs, quality assessments and operational reports
Provide regular coaching, feedback and guidance to team members to support their professional development
Support team members with complex customer enquiries and escalated cases
Ensure consistent delivery of high-quality customer service across phone, email and messaging channels
Monitor customer satisfaction and identify opportunities to improve service quality
Ensure team members follow established procedures, policies and quality standards
Manage attendance, scheduling and team availability in coordination with operations management
Identify operational challenges and recommend improvements to workflows and processes
Maintain effective communication with Operations Managers and other internal stakeholders
Support onboarding, training and integration of new team members
REQUIREMENTS:
Excellent spoken and written Japanese
Good command of English, both written and spoken
Previous experience in a Team Leader, Supervisor or similar leadership role within customer service or a contact centre environment
Experience managing, coaching and motivating a team
Strong understanding of customer service operations and performance metrics
Ability to monitor KPIs and use performance data to identify improvement opportunities
Strong problem-solving and decision-making skills
Ability to handle escalations and support team members in challenging situations
Strong organisational skills and ability to manage competing priorities
Willingness to work rotating shifts, including weekends and public holidays, according to business requirements
BENEFITS:
Work-from-home arrangement in Malaysia
Competitive compensation package
Performance bonus opportunities
Employee benefits
Career and professional development opportunities
Access to thousands of free learning courses
Initial training and ongoing coaching
Inclusive and supportive working environment
Opportunity to work within a global team
Relocation support
And many more!