Japanese-Speaking Customer Service Team Lead

7802 Accent.Tech.Solut.Sdn Bhd Company; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Accenture is seeking a talented Team Lead to oversee a team of customer support agents across multiple channels in Kuala Lumpur. The role focuses on service excellence, engagement, and KPI-driven performance, with coaching and problem-solving to support complaints and order processing.

You will mentor agents, analyze performance data, and collaborate with cross-functional teams to drive continuous improvement and customer value.

Qualifications

• Proven minimum 2 years of experience in leading customer support teams across multiple channels with solid understanding of related technologies
• Experience in supervisory or team lead role, with strong leadership, coaching, and mentoring skills
• Excellent communication, interpersonal, and conflict-resolution skills
• Ability to thrive in a fast-paced, target-driven environment

Responsibilities

• Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
• Monitor and manage day-to-day operations across all communication channels
• Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
• Review team and individual performance data, identify trends, and drive continuous improvement
• Prepare and present daily/weekly/monthly performance reports
• Create concise and impactful operational briefing decks for stakeholder meetings
• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
• Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
• Manage team schedules, attendance, and adherence to shift timings
• Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
• Foster a positive, inclusive, and high-performing team culture
• Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching

Skills

Leadership & people mgmt

Coaching & mentoring

Multichannel operations

Analytical thinking

Tools

SAP

Salesforce

Job description

Accenture is seeking a talented Team Lead to oversee a team of customer support agents across multiple channels in Kuala Lumpur. The role focuses on service excellence, engagement, and KPI-driven performance, with coaching and problem-solving to support complaints and order processing.

You will mentor agents, analyze performance data, and collaborate with cross-functional teams to drive continuous improvement and customer value.