Deskripsi Pekerjaan
Join Teleperformance as a Customer Service Team Leader and lead a dynamic team in our prestigious banking project. In this fast-paced contact center environment, you'll drive exceptional customer experiences while managing a multilingual team. This role combines leadership excellence with Japanese language proficiency, allowing you to bridge cultural gaps and deliver premium service to international clients. You'll develop team capabilities, optimize performance metrics, and ensure compliance with banking regulations while fostering a motivating work culture. Ideal for bilingual professionals seeking to advance their careers in customer service leadership within the financial services sector.
Tanggung Jawab
- Lead, coach, and mentor a team of customer service representatives
- Monitor team performance and implement improvement strategies
- Handle complex customer escalations and resolve issues efficiently
- Ensure adherence to banking industry regulations and company policies
- Conduct regular training sessions and performance evaluations
- Collaborate with cross-functional departments to enhance service quality
- Generate and analyze performance reports for continuous improvement
Kualifikasi
- Native or fluent Japanese language proficiency (written and spoken)
- Minimum 3 years of team leadership experience in customer service
- Banking or financial services industry knowledge preferred
- Strong problem-solving and conflict resolution skills
- Experience with CRM systems and performance metrics
- Excellent communication and interpersonal abilities
- Ability to work in a high-pressure, fast-paced environment
- Bachelor's degree in Business, Communications, or related field