Japanese Customer Support Team Lead

We are on the hunt for creative, talented and analytical Japanese Customer Service professionals, who are passionate about being lead of a successful team. You will already be working in an online customer support role, with experience in varied fields Role overview This role will work solely within the Japanese market. Success in this position is integral to the success of this new division and will be required to take on a lot of responsibility early on and to hit the ground running. Key Performance Areas: Carry out support to clients within the Japanese market, increasing their client experience Give input on the effectiveness of marking campaigns via feedback from clients Assist clients with any technical issues and queries that they may have Provide feedback to the managers regarding the customer experience Handling escalated customer complaints and issues Manage performance of the reporting CS subordinated staff Developing and implementing customer service policies and procedures Collaborating with other departments to ensure a consistent and high-quality customer experience Maintaining up-to-date knowledge of company products and services Providing coaching and mentoring to team members to improve their skills and performance Skills Required: Native Japanese speaker is a must for this role, as well as fluent English language (Malay language is a bonus) skills to be able to communicate with the team worldwide. 5+ years in customer service management In-depth knowledge in understanding Japanese market and Japanese customers Strong client-facing and communication skills Ability to multi-task, prioritize, and manage time effectively Strong problem-solving and decision-making skills Ideally some exposure in campaign analysis and developing marketing strategy Analytically minded Excellent workload management and organisational skills Ability to work autonomously and create foundations for the growth of a new team Working Hours: 9AM-6PM (8H a day including 1H lunch break) Monday – Friday Possibly work on two Saturdays per month, with additional pay Additional overtime may be required, with additional pay Benefits: Competitive salary plus Performance and success related bonus Paid holiday days, plus bank holidays A positive and friendly working culture The ability to make a real difference to the company where your views are heard and respected