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Customer Service Team Leader - Japanese Speaker
Customer Service Call Centre
💰 Salary Not shared
📊 Market RM6,000–RM9,000/mo (RM72,000–RM108,000/yr)
About the Company
Summary: We are looking for a talented individual to oversee a team of agents providing multi-channel customer support (inbound and outbound calls). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver - supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.
Responsibilities
- ● Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
- ● Monitor and manage day-to-day operations across all communication channels
- ● Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
- ● Review team and individual performance data, identify trends, and drive continuous improvement
- ● Prepare and present daily/weekly/monthly performance reports
- ● Create concise and impactful operational briefing decks for stakeholder meetings
- ● Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
- ● Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
- ● Manage team schedules, attendance, and adherence to shift timings
- ● Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
- ● Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
- ● Foster a positive, inclusive, and high-performing team culture
- ● Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching
- ● Job Qualifications
- ● Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies
- ● Excellent communication, interpersonal, and conflict-resolution skills
- ● Ability to thrive in a fast-paced, target-driven environment
- ● Fluent English & Japanese languague proficeincy.
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