Team Lead - Japanese Speaking

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Job Title : Team Lead - Japanese Speaking
Reports To : Senior Manager, Global Test Center Support
Department : Global Candidate Services
No. of position(s) : 1 position
Location : Kuala Lumpur, Malaysia

Coach, train, and motivate, support, guide and advice team members by setting clear expectations
and following through.
Monitor CSR calls and provide feedback/coaching on a scheduled basis to ensure quality
Customer Service and training development of CSRs
Communicate and enforce client program changes to CSRs
Coach CSRs on new client accounts and programs, and ensure complete understanding
Handle all escalated communication in a professional and positive manner
Research customer issues and concerns and respond where needed
Enforce metrics (phone service level, productivity targets, etc.) and reports on performance to
management, providing timely and effective feedback on trended concerns
Participates and initiates continuous process improvement by analyzing key departmental reports
to identify trends and patterns that may interfere with achieving goals
Maintain records and prepare reports (e.g. On CSR Team performance Bonus Scheme)
To contribute to the strategic growth and the development of the contact center
Communicate CSRs successes and developmental areas to Contact Center Manager if necessary
Motivate team by creating contests, recognition programs and meetings
To undertake contact center related projects as directed by the Contact Center Manager
Communicate necessary information from/to US (HQ) & other regions to CSR’s

Recognized diploma/ degree from university or equivalent
At least three (3) years of work in a call center or customer service environment
Proficient experience and knowledge in Windows applications
Ability to communicate in Japanese and English (written and verbal) in a clear, concise and
patient manner.
Customer service orientated problem solving and negotiating skills
Ability to prioritize while being self-directed
Good organizational and time management skills
Ability to handle confidential material relating to employee and company information
Strong work history showing excellent accountability and reliability.
Work history showing problem solving and problem research experience.
Ability to be flexible in working days/hours, as business needs dictate

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Jess Ho
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