Main Purpose of Job

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.

Principle responsibilities & duties

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)

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.