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Regional Customer Service Manager - Japan (based in KL / Yokohama)
AgodaKuala Lumpur, Kuala Lumpur, Malaysia10 hours ago
Job descriptionA minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale, etc.). Excellent problem-solving capabilities with a data-driven approach to identify process improvements. Ability to lead or support multiple initiatives concurrently. Proven track record of leading change. Persuasive skills to influence senior leaders. Fast-paced approach to problem-solving and decision-making. Ability to foster a culture of personal development through coaching and partnership with L&D, engagement, and continuous improvement. Excellent verbal and written communication skills in English. Excellent personal and interpersonal skills to lead the team and partner effectively with other departments. Experience in e-commerce or travel industry is a plus. Project management certifications (PMP, Six Sigma, COPC or equivalent), travel industry experience and Online Travel knowledge Readiness to take your career to new heights with Agoda Apply today and contribute to transforming the travel industry. Director Full-time Other Technology, Information and Internet
Regional Customer Service Manager - Japan (based in KL / Yokohama)
Note : This description consolidates the role details for clarity.
What You'll Do :
- Lead diverse teams across markets with unique requirements, regulations, and practices.
- Continually strive to exceed partners' expectations.
- Guide your team through frequent changes in technology, processes, and business priorities.
- Identify and drive solutions for your regions using an agile, data-driven approach, including designing and running experiments.
- Collaborate with a variety of functions such as RTA, WFM, Content, Finance, Operational Excellence, L&D, Analytics, and Talent Management.
- Present results and propose solutions to Senior Leaders and stakeholders.
- Understand the key drivers of customer satisfaction and dissatisfaction and work with customer service leaders to address issues and implement self-healing processes where possible.
- Regularly review customer feedback and QA insights to educate teams about Agoda products and services and identify improvement opportunities.
What You'll Bring :
Bonus Points for :
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of diverse backgrounds and orientations. We provide equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file and you can request removal at any time. For more details, please read our privacy policy.
Disclaimer
We do not accept unsolicited third-party or agency submissions. If we receive unsolicited CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
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Customer Service • Kuala Lumpur, Kuala Lumpur, Malaysia
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