Team Lead - Japanese Speaker Customer Service

Location: Jakarta

Responsibilities:

Lead, manage, and supervise a team of Japanese speaking Customer Support Agents across Voice, Chat, and Email channels

Monitor daily team performance to ensure service level agreements (SLA), KPIs, and quality standards are consistently achieved

Conduct regular coaching, feedback sessions, and performance evaluations to drive continuous improvement

Provide guidance in handling complex customer cases and escalations

Ensure accurate case documentation and compliance with company policies and procedures

Prepare and analyze performance reports (attendance, productivity, quality, and customer satisfaction)

Collaborate with internal stakeholders to improve operational efficiency and customer experience

Support workforce planning, scheduling, and shift management

Foster a positive, high performance team environment

Qualifications:

Minimum Bachelor's Degree in any field (preferred)

Proficient in Japanese (JLPT N3N1 required)

Intermediate to Advanced English proficiency (spoken and written)

Minimum 12 years of experience as a Japanese speaking Customer Support Agent

Preferred minimun 1 year experience as a Team Leader / Supervisor in a Customer Service, BPO, or Contact Center environment

Strong understanding of KPIs, SLA management, and quality assurance processes

Experience handling multi channel support (Voice, Chat, Email)

Proven leadership, coaching, and people management skills

Strong analytical, problem solving, and decision making abilities

Excellent communication and interpersonal skills

Willing to work on a shifting schedule

Willing to be based in Jakarta

Available to join immediately or within short notice