Japanese Customer Support Team Leader

  • Magic Mondayz Ltd
  • Malta
  • Mar 24, 2020
Full time Customer Service Jobs Language Jobs Management Jobs

Job Description

The Japanese Team Leader is responsible for managing the Japanese Support team ensuring the successful day-to-day of the Customer Service Operation within their respective functions. The Japanese Team Leader will take responsibility for agent reports, coaching, quality monitoring as well as task distribution. Reporting and assisting the Head of Support to deliver against operational KPI’s;

Review relevant data to determine customer service outputs;

Support the implementation of strategies to improve quality of service and productivity;

Liaise with department managers to support and implement growth strategies and changes;

Contribute to the continual improvement of CS Operational performance



  • Manage the Japanese support performance within their respective verticals

  • Provide detailed performance analysis of their respective function

  • Assist with managing the Japanese Customer Services workflow

  • Contribute to the continual improvement of CS Operational performance

  • Responsible for the development of team members

  • Maintain an engaged team

  • Effective recruitment and on-boarding

  • Supporting the wider management team

  • QA and provide daily training to the agents

  • Serve as knowledge base for the agents (consultation and escalation)

  • Extract and analyse daily/weekly/monthly reports of the operations to understand the floor workload

  • Monitoring productivity and efficiency of the team to ensure Company’s objectives and KPIs are met

  • Monitoring the agents roster

  • Holding daily brief meetings with the agents

  • Conducting monthly meetings



  • Native and Business level of Japanese

  • Fluent English language skills (written and spoken)

  • Strong social and communication skills with positive attitude “can do” approach

  • Ability to handle customer queries and act as a role model to agents on handling customer issues

  • Ability to multi-task and handle pressure

  • Ability to adopt and implement fast new procedures and knowledge

  • Dynamic, Creative and able to work in an ever-changing growing environment

  • Good decision-making and problem-solving skills

  • Attention to details and numbers

  • Enthusiastic

  • Thorough Product Knowledge and Industry Experience

  • Leadership Skill

  • Strong Oral and Written Communication Skills

  • Motivational Skills

  • Results-Oriented

  • Employee Training Experience

  • Interviewing Skills

  • Sales Skills

  • Self-Motivation

  • Strong Relationship Building

  • Customer Service Skills