Call Centre Agent (Japanese Speaker)

Aeon Credit Service; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A prominent credit service provider in Kuala Lumpur seeks a Senior Officer for the Japanese Team to supervise Call Centre operations. The role involves leading Japanese speaking staff, ensuring compliance with policies, and reporting on operations performance. Candidates should possess fluency in Japanese and English, with a minimum of 3-5 years of experience in Call Center operations, including management exposure. Strong analytical, time management, and interpersonal skills are essential for success.

Qualifications

• Fluent in Japanese and English.
• Minimum 3-5 years direct experience in Call Center operations.
• Experience in management level exposure is essential.

Responsibilities

• Supervise daily Call Centre operations for Japanese customers.
• Lead the Japanese speaking staff to achieve performance targets.
• Ensure compliance with internal policy and BNM requirements.
• Train and supervise junior staff in multitasking operations.

Skills

Japanese language proficiency

English language proficiency

Time management skills

Interpersonal skills

Analytical skills

Education

Diploma or Bachelor’s Degree in any related discipline

Job description

The main purpose of a Senior Officer (Japanese Team) is to supervise the daily Call Centre operations performance for Japanese customer.

To lead the Japanese speaking staff and operations into achieving a higher standard in accordance to the company vision, mission and direction.

To create a more appropriate operations flow and a good reputation between the internal and external departments.

Directly report to Unit Head of Customer Support for Japanese Team Operations.

Ensure the operations for Japanese team is in compliance with internal policy and guideline as well as BNM requirements.

Ensure staff under Japanese Team meets individual KRA and contributes to the department’s overall KRA.

Manage, review and take corrective action as per PDCA (Plan, Do, Check, Action) cycle with respect to the performance and operation of Japanese Team.

Train and supervise subordinate or junior Japanese speaking staff in multitasking operations.

To report on Japanese Team’s operations performance in daily, weekly and monthly basis.

Identify operation constraint & possible action plan.

Feedback to management about complaint, request to enhance service, procedure, products and system.

Minimum job requirement (education & experience)

• Well verse in Japanese and English.
• Diploma or Bachelor’s Degree in any related discipline.
• 3-5 years direct experience in Call Center operation with at least 3 years’ experience in Management level exposure.
• Good time management.
• Excellent interpersonal skills.
• Strong analytical skill and able to work under pressure.