Call Centre Agent (Japanese Speaker)

AEON Credit Service (M) Bhd; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading consumer financing provider is looking for a Senior Officer (Japanese Team) based in Kuala Lumpur, Malaysia. The successful candidate will oversee daily Call Centre operations for Japanese customers, ensuring high performance and compliance with internal policies and guidelines. Key responsibilities include leading the Japanese-speaking staff, training juniors, and reporting performance metrics. Ideal candidates must be fluent in Japanese and English, hold a relevant degree, and have significant experience in Call Center operations with management exposure.

Qualifications

• 3-5 years of direct experience in Call Center operations.
• At least 3 years in a management-level role.
• Ability to work under pressure.

Responsibilities

• Supervise daily Call Centre operations for Japanese customers.
• Lead Japanese speaking staff to meet performance standards.
• Ensure compliance with internal policies and BNM requirements.
• Train and supervise junior staff in multitasking operations.
• Report on team performance regularly.
• Identify operational constraints and develop action plans.

Skills

Fluent in Japanese

Fluent in English

Time management

Interpersonal skills

Analytical skills

Teamwork

Education

Diploma or Bachelor's Degree in related discipline

Job description

The main purpose of a Senior Officer (Japanese Team) is to supervise on 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 contribute 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)

Qualifications and Requirements

• 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.
• Manage to work with team environment.

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AEON Credit Service (M) Berhad is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. We established a strong presence in Malaysia since 1996 with a wide range of consumer financial services. Our portfolio currently includes credit card, personal financing and easy payment scheme which help enrich the livelihood of many Malaysians.

We offer an exciting and dynamic workplace for all employees. As part of our expansion plan, we are on the lookout for talented individuals who strive for excellence. If you are visionary go-getter, come join us today. Together, we can shape a promising and satisfying career path.

What can I earn as a Call Centre Operator