Regional Customer Service Manager

Get to Know our Team:

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer experience.  
 
We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to the core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support. 

This role is responsible for leading the customer service teams supporting Japanese Language as they provide support to customers across voice, email, chat, and back-office activities.

The Manager of Customer Experience Group provides vision, leadership, and guidance to each team leader and associates in the key operating areas through performance and goal setting. Effectively communicates with the team, developing a climate in which information is shared openly. Clearly defines team goals and expectations. Develops tactical plans to reach these goals.  
 
This role requires a high level of personal and professional skills associated with running global operations teams. First and foremost, this is a people leader role and enabling local teams to be successful is core to the role.  
 
In addition to being a brilliant people leader and communicator, the ideal candidate will bring a vision, a sense of curiosity, a passion for travel, keen analytical skills, a tech-centric mindset, and a willingness to lead by example. This position will report to the Head of Customer Service Delivery.

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.

• Connect with your team through regular check-ins to understand successes and pain points, and translate those insights into actionable solutions.

• 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 WFM, Content, Finance, Operational Excellence, Customer experience, L&D, Analytics, and Talent Management.

• Present results and propose solutions to Senior Leaders and stakeholders.

• Understands the key drivers of customer satisfaction & dissatisfaction and works with customer service leaders to address customer dissatisfaction and implement self-healing processes where possible. 

• Regularly review customer feedback and QA insights to help educate teams about Agoda products and services as well as identify customer handling improvement opportunities.

What You'll Bring:

• Must be excellent verbal and written communication skills in English and Japanese 

• 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 knack for identifying improvement opportunities on customer experience and efficiency using a data-driven approach.

• The ability to successfully lead or support multiple initiatives concurrently.

• A proven track record of leading change.

• Persuasive skills to convince senior leaders.

• A fast-paced approach to problem-solving and decision-making.

• The ability to foster a culture of personal development through coaching and partnership with L&D, engagement, and continuous improvement.

• Excellent personal and interpersonal skills to lead and engage with the team and partner effectively with other departments.

• E-commerce or travel industry experience is a plus.

Good to Have:

• Project management certifications (PMP, Six Sigma, COPC or equivalent), travel industry experience and Online Travel knowledge

• Are you ready to take your career to new heights with Agoda?

• Apply today and let's revolutionize the travel industry together.