Japanese team Lead -
Gratitude IncJapanese team Lead -
Job Description
Key Skills
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Vacancy: *Japanese Team Lead - Customer Service*
Location: Cyber Jaya, Malaysia.
Salary Max: RM 12,400 max + Allowances
Process: Travel App
㊗ Language: Japanese + English
Headcounts: 2
Joining Date: ASAP or with Notice period
Shift timing : 8am to 11.30pm, rotational Mon-Sun *(No Late Night SHifts)*
*Education: Diploma and Bachelor 's degree plus at least 1 year Team Lead Customer Service experience*
*Role & Responsibilities:*
- Manage Team that Take call and provide accurate answer to customer queries.
• Delivery excellent customer support & services and offering patient assistance at all times.
- Respond to customer’s inquiries over knowledge acquired through training (client product, continuous improvement, and refresher courses).
- Deliver customers support & services effectively through active communications.
- Meet and exceed all key performance indicators set by the company and the client.
*Role & Responsibilities* :
• Operation Compliance Management
• Recruitment, mentoring and training up junior and new staffs
• Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
• Performance management: career counseling, coaching, performance development, 1:1's mentoring, Team huddle, Ops calibration etc.. to make sure the team achieve the glide goal.
• Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
• Control Team roster to be efficiencies and work with SMEs/QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.
• Work with workforce management tools and business tools to monitor calls and emails/Chat/Messaging to ensure schedules are achieved
• Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
• Working with Global team & build up client relationship and handle all reports (if needed)
*Lead Requirement* :
• Fluency in English + Japanese (Speaking, listening, writing and reading). working 100% English.
• University/Colleges required.
• 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.
• Experience in a high-growth organization strongly preferred.
*NOTE: The paperwork and relocation expenses will be handled by the company*
Role
Team Leader
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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