• Call Center Team Leader (Japanese Speaking) Jobs in Malaysia - 993647

    Arvato BPS Malaysia Sdn. Bhd.
  • 2 - 4 Years
  • Malaysia - Kuala Lumpur
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  • Posted above 1 month
  • Job Views: 13
  • Job Applicants: Less than 10

Job Description


Job Responsibilities

Oversee and supervise a team of agentsAssist in developing and streamlining proceduresCoach, motivate, reward, counsel and assist with disciplinary actions as necessaryProvide quality service to both internal and external customers – on and off-lineAssist agents with customer interaction on situations requiring special handling – take customer callsEnsure open flow of communication between agents, supervisors and managementEnsure uniform understanding and adherence to policies, procedures and company programsSupervise and monitor agent attendance, performance and productivityPrepare and ensure accuracy of reportsEnsure agents are continuously kept abreast of operational changesConduct employee briefings and meetingsAssure service level standards are metMonitor system performance and initiate actions to correct system problemsConduct agent observation and provide feedbackAssist in the development and tracking of employee incentive programsEnsure completion of departmental duties/task in the absence of subordinates/co-workersPerform other duties as assigned

Job Requirements

Candidate must possess at least a Bachelor's Degree / Professional Degree in any fieldRequired languages JAPANESE & ENGLISHNative Japnese / N1 Japanese speakers onlyAt least 2 years team leader experiences in call centerAn assertive, well-organized self-starter with demonstrated sales experienceManagement experience in sales or on line retail desirableA proactive thinker with the ability to anticipate and identify customer needs and decisively solve problemsA detail-oriented professional with exceptional written and verbal communication skillsAbility Redirect and coach for improvement, and gauge user ability and modify delivery accordinglyDemonstrate professional customer service skills solutions mindset, helping nature, passion for customer serviceDemonstrate behaviors that support high quality standardsRecognize trends and escalate information as appropriateProblem solving skills; linear and troubleshootingDemonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfiedProven track record of success to motive sales/service professionals and exceed performance metricsPresent information effectively and persuasively across various communication channelsProblem solving to gather and analyze information and uses it to develop effective solutions; challenge status quoTolerate stressful situations wellProject a positive and professional image

Profile Summary

Type:Company Job

Role:Junior Executive

Industry:Call Center/IT-Enabled Services/BPO

Salary:Not Disclosed

Deadline:02nd Feb 2020

Company Profile

We create amazing customer experiences that people value and we are proud of. By combining talent, data and technology we deliver real impact for our partners. We are driven to go further.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.
We serve customers across the world through our 48,000+ employees based in 28 countries in Europe, the Middle East, Africa, Americas and Asia in 36 languages. We support your customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture. We do this through consultancy and contact centers via direct customer interaction and the many things that influence the overall customer experience.
We serve your customers by combining the best of people, technology and innovation. We truly believe that the greater the use of technology, the more human we can be. Because service is a human thing, even when it’s delivered by a robot. We have more than 500 clients globally, many of which we’ve been working with for over 10 years. As an industry leader, we offer you the most secure and compliant solutions. Some of the biggest companies in the world, including the brands you interact with daily, trust our people to represent them.
Majorel came into being in January 2019 when Bertelsmann and Saham joined hands to create a leading customer service organisation with revenues of €1.2 billion. Majorel brings together Arvato CRM Solutions, Phone Group, ECCO Outsourcing and Pioneers Outsourcing. We all share the same values and we capitalise on our joint expertise, experience, and resources to give our clients the most efficient, effective and enjoyable outsourcing experience.
Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

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