Japanese Team Lead (Customer Service Manager)

What you will be doing: This role requires rendering assistance business customers on their queries. More specifically, to lead a team of technical support representatives who will be handling customer inquiries to the Customer Support Centre. This role needs to be part customer-facing technical expert, and part project manager. A confident polished communicator with an enthusiasm for mentoring/coaching others and mobilizing a team towards a shared goal of great service at scale. Able to use quality methods to monitor the work performed by the team members, and provide to support when required. This role is required to deliver consistently high levels of customer services, respond to and resolve customer requests, in relation to e-commerce, software, hardware and wireless connectivity issues by providing friendly and efficient customer service and utilizing defined processes and resolutions. - Responsible in achieving forecasting quarterly and annual sales goals through proactive management of the teams consolidated pipelines and forecasts.- Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively- Managing, coaching & supporting inside sales, including regular reviews of business plan, account plan, pipeline & forecast, to consistently achieve short term and long term goals - Ability to build strong internal as well as external customer focused relationships; work seamlessly within a matrix managed environment.- Ensure operational effectiveness and efficiency through management of account lists, development and promotion of tools, systems & processes- The ability to deliver results. Reviews account strategies and market changes with team to determine if shifts need to be implemented- Ability to assist users with Pre-Sales, Order Processing, General Inquiries and technical issues via phone/email/chat (as assigned)- Respond appropriately to customer escalations and escalate issues and customers to higher tiers of support as defined and documented- Collaborate with other technicians to resolve or properly close help ticketsWhat we need from you:- Experience in providing excellent customer service, Preferable experience in front-line technical customer service role preferred- Ability to communicate technical issues in non-technical terms- Aptitude to learn new hardware & software quickly- Proven ability to effectively handle diverse customers and escalations- Proficient PC skills required- Proficient in Google Docs and Sheets is preferable - Excellent written and verbal communication skills- Demonstrates strong attention to detail- Demonstrate solid organizational and priority management skills- Demonstrate ability to multi-task in a dynamic work environment

MalaysiaKuala LumpurKuala Lumpur Sentral Map

Name of person in charge of hiring：May Gee Choong