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 : A 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 English; familiarity and ability to converse in Mandarin. Excellent interpersonal skills to lead the team and partner effectively with other departments. Experience in e-commerce or travel industry is a plus. Bonus Points for : Project management certifications (PMP, Six Sigma, COPC or equivalent), travel industry experience and Online Travel knowledge. 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.

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