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Regional Customer Service Manager – Flights (Based In Kuala Lumpur)
Company | Agoda |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-10-16 |
Posted at | 8 months ago |
About Agoda
- Prepare operations performance reviews, using data to support and present findings in clear and meaningful ways
- Communicating and connecting local teams to the Agoda/CEG strategy
- Ensure a safe, friendly working environment
- Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises
- Direct responsibility for leading the contact center flight service teams and flight related capabilities across CEG
- Embrace the Agoda Mission and Values
- Be a champion of the Agoda ‘experiment and measure’ culture
- Continuously looking for and executing on new ways to provide more efficient and effective customer outcomes
- Work collaboratively with the CEG and broader Agoda teams to deliver better together
- Build, develop and continuously improve contact center operational strategies and procedures,
- Ensure company compliance initiatives are in place and monitorable, both at the local and international level
- Delivering to efficiency, customer satisfaction, and workforce effectiveness objectives
- Creating and nurturing a team culture that is highly engaged and effective
- Work closely with a global network of professionals all focused on managing the Agoda brand
- Excellent listening skills, critical thinker with attention to detail
- Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
- Must be an assertive team player with high energy to work in fast-paced environment
- Experience managing a multi-channel environment (telephone, email, chat, social media) highly preferred
- Strong background in Contact Center / BPO activity: Minimum 8+ years of experience in call center with at 4+ years of people leadership experience
- Excellent verbal and written communication skills in English
- At least a college graduate university degree
- Must be able to handle multiple projects and effectively manage different timelines
- Project management certifications (PMP or Six Sigma or equivalent)
- Significant service and leadership experience working with Airline products (5+ years)
- Experience working with GDS
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