Customer Support Team Lead — KPI Coaching, JLPT N2 KL

TDCX; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global customer experience firm in Kuala Lumpur is looking for a Team Lead to manage a Customer Support team handling inquiries for an online game. Key responsibilities include monitoring KPIs, providing coaching, and collaborating with teams to improve service quality. Candidates must have at least 1 year of team lead experience and proficiency in Japanese (JLPT N2) and English (B2). This position operates on shift-based hours from 9:00 AM to 6:00 PM.

Qualifications

• Minimum 1 year of team lead experience in a Customer Support department.
• Japanese language proficiency (JLPT N2 or above).
• English language proficiency (B2 or above).

Responsibilities

• Lead and manage a Customer Support team handling chat and email inquiries.
• Monitor team KPIs and provide coaching and feedback.
• Collect and analyze information for internal and client meetings.
• Support team members in resolving inquiries efficiently.
• Collaborate with cross-functional teams.

Skills

Team leadership

Customer support

KPI monitoring

Coaching and feedback

Process improvement

Job description

A global customer experience firm in Kuala Lumpur is looking for a Team Lead to manage a Customer Support team handling inquiries for an online game. Key responsibilities include monitoring KPIs, providing coaching, and collaborating with teams to improve service quality. Candidates must have at least 1 year of team lead experience and proficiency in Japanese (JLPT N2) and English (B2). This position operates on shift-based hours from 9:00 AM to 6:00 PM.