The posting
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:
- Native Japanese and good command of English
- 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!
