Regional Head of Customer Service Delivery: North Asian Languages (Chinese, Cantonese, Korean, Japanese)

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Shanghai

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 more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Agoda

Agoda is transforming travel for millions of customers across the globe.  Headquartered in Asia, Agoda is one of the world’s largest online travel accommodation platforms. Founded in 2005 and now a Booking Holdings (Nasdaq:BKNG) company,

 

Agoda has a network of over 1 million accommodation options worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 5,000 professionals from 70 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter.  At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.

Overview:                                                                           

Agoda’s Customer Experience Group (CEG) is a 1,700+ strong organization spread globally across 8 countries providing multi-channel and multi-language contact centre support to its customers post sale. It is an exciting time for CEG as it evolves and grows with market demand and product changes.

This role is responsible for leading the customer service teams supporting North Asian Languages (Chinese, Cantonese, Korean, and Japanese) as they provide support to customers across voice, email, chat, and back office activities. This role is based in one of our North Asian language sites (Shanghai, Seoul, or Tokyo/Yokohama)  and supports teams across multiple sites.

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 Associate Vice President, Global Customer Service Operations, who is the leader of all customer service sites, and is open to both local and foreign candidates and we will provide a relocation package for the right candidate, ensuring a smooth transition to working and living in one of the North Asian language sites.

Responsibilities:

  • Enabling teams to be successful by being committed to coaching, providing feedback, encouraging, recognizing and facilitating brilliant outcomes, all in the name of helping direct reports, their teams, and the whole site to be successful.
  • Proactively identify and follow through on improvement opportunities, being willing to experiment, iterate and learn along the way
  • Collaborating with global colleagues to deliver better together
  • Communicating and connecting local teams to the Agoda/CEG strategy making these relevant and digestible for local teams.
  • Responsibility for leading the South East Asian language service team outcomes across CEG, delivering to efficiency, customer satisfaction, and workforce effectiveness objectives.
  • Creating and nurturing a team culture that is highly engaged and effective
  • Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises
  • Ensure a safe, friendly working environment
  • Ensure company compliance requirements and initiatives are upheld and supported 100%
  • Embrace the Agoda Mission and Values

Qualifications:

  • Significant service and leadership experience are essential
  • Strong background in multi-channel Contact Center / BPO operations: demonstrate experience in scaling leadership roles
  • Excellent verbal and written communication skills in English with a requirement to also speak at least one of the North Asian team languages (Chinese, Cantonese, Korean, and Japanese)
  • Knowledge of PC applications / tech savvy
  • Excellent listening skills, critical-thinker, and problem solver 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 able to handle multiple projects and effectively manage different timelines
  • Must be an assertive team player with high energy to work in fast-paced environment

Good to have

  • Project management certifications (PMP, Six Sigma, COPC or equivalent)

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing 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. 

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes. 

By applying to this job, you agree that Agoda may process your personal data in accordance with Agoda applicants privacy statement. 

#CUST #5 #bangkok #singapore #hongkong #beijing #shanghai  #LI-MB1

 

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing 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 so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.

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