Team Leader (Japanese)

David Kennedy Recruitmentis 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!

Originally posted on Himalayas