Description
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
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.
Responsibilities:
- 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.
Requirements:
- 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.