Regional Customer Service Manager - CNHK (Based in Kuala Lumpur)

Regional Customer Service Manager - CNHK (Based in Kuala Lumpur)

Agoda Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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 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 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 customer handling improvement opportunities.

What You'll Bring :

Bonus Points for :

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of hotels and properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees represent 95+ nationalities in 27 markets, fostering a diverse, creative, and collaborative work environment. We innovate through a culture of experimentation and ownership to enhance the customer travel experience.

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of diverse backgrounds and orientations. We are committed to 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 for future vacancies unless you request otherwise. 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.

#J-18808-Ljbffr