ROLE: Team Lead - Native Japanese - Travel Account

Location: Cyberjaya, Malaysia.

Total Salary: RM 15,000

Project: Travel Account

Permanent role

Language: Japanese

Headcounts: 3

Work hour: Rotational shifts, 5 days a week, 2 off days.

Joining Date: ASAP

Buy Out Option: There is a one-month buy-out option .

Experience: 2 - 3 years Team lead experience.

Responsibilities

Job Description

* Team Management & Performance: Lead, coach, and monitor a team of Japanese-speaking agents to consistently meet KPIs (CSAT, AHT, SLA, productivity), ensuring high-quality customer support.

* Client & Stakeholder Communication: Act as the primary point of contact for Japanese clients, handling escalations, providing performance updates, and maintaining strong business relationships.

* Quality Assurance & Process Improvement: Oversee call/chat/email quality, conduct audits, and implement continuous improvement strategies to enhance customer experience in travel-related services (bookings, cancellations, inquiries).

* Training & Development: Train new hires, upskill existing team members, and ensure the team stays updated on travel policies, systems, and customer service best practices.

Requirements:

・ Candidates must possess at least Diploma or Bachelor’s Degree.

・ Ability to multitask, set priorities and manage the team time effectively

・ Detail-oriented person

・ The candidate must have a service-oriented attitudes.

・ Willingness to work on a shift, including working on a holiday

・ Knowledge of customer service practices and principles

・ a focused attitude for solving customer’s issues quickly and comprehensively

・ Customer focus and adaptability to different personality types.

・ Speaker from Japan with B1/B2 English skill (Japan Market)

・Minimum 2 - 3 years Team lead experience in the travel / tourism industry and customer support.