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Team Leader (Japanese Native)

Team Leader (Japanese Native)

Agensi Pekerjaan JobScoper Sdn. Bhd.George Town, Penang, Malaysia
14 jam yang lalu
Penerangan pekerjaan

This range is provided by Agensi Pekerjaan JobScoper Sdn. Bhd.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Responsibility

  • Lead and manage a team of customer service / sales agents within the BPO environment.
  • Drive the team to achieve KPIs, SLAs, and compliance standards specific to the fintech industry.
  • Monitor daily operations, including case handling, call / chat / email quality, and workflow management.
  • Provide coaching, mentoring, and feedback to enhance agent performance, customer engagement, and process compliance.
  • Handle escalations from Japanese customers and provide quick resolutions in line with fintech regulatory guidelines.
  • Conduct team huddles, training refreshers, and performance reviews to ensure continuous improvement.
  • Collaborate with Quality, Training, and Client Services teams to address gaps in performance and processes.
  • Ensure compliance with financial regulations, data privacy, and company policies.
  • Prepare and deliver performance reports to management and clients, highlighting trends, challenges, and recommendations.
  • Foster a positive and motivated work culture, encouraging collaboration and high performance.

Job Requirements

  • Must be Japanese citizen.
  • Native Japanese speaker with excellent communication skills (spoken & written).
  • Proficiency in English (business level) to liaise with multinational stakeholders.
  • 2-3 years of leadership experience in a BPO or customer service environment; fintech industry experience preferred.
  • Strong knowledge of financial products, digital payments, banking processes, or fintech services.
  • Demonstrated ability to manage, motivate, and coach a multicultural team.
  • Excellent problem-solving, analytical, and decision-making skills.
  • Strong organizational skills with the ability to handle shifting priorities in a fast-paced environment.
  • Proficient in MS Office (Excel, PowerPoint) and reporting tools; familiarity with CRM or fintech systems is a plus.
  • Willing to relocate and work in George Town, Pulau Pinang.

    • Job Benefits

  • Provided Annual leave / Medical leave.
  • Provided housing allowance.
  • Provided language allowance.
  • 5 working days (Mon-Fri; 8am-5pm).

    • Seniority level

    Associate

    Employment type

    Full-time

    Job function

    Customer Service

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    Team Leader • George Town, Penang, Malaysia