Regional Customer Service Manager -Vietnamese Speaking, Based in Bangkok

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Bangkok, Thailand

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.

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.

 

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 and every 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’s 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 a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support. 

In this Role, you’ll get to: 

  • Lead a group of Team Managers, help determine and define contact center operational strategies by conducting needs assessments and business reviews
  • Understanding contact center metrics and applying the given technology to optimize the work-force efficiencies
  • Work closely with Work Force Management (WFM) to ensure staffing/roster levels support business targets
  • Help to define “quality” and assist in establishing a learning environment based on collaboration, feedback and data
  • Drive a resolution-focused environment aimed at ensuring good customer support outcomes
  • Ensure Teams are motivated, engaged and empowered in their work
  • Build and nurture a culture of open communication, taking ownership, being the best, experimentation and moving fast.
  • Present on team performance and analyzing areas of improvement to senior stakeholders.
  • Work closely with a global network of professionals all focused on managing the Agoda brand
  • Ensure company compliance initiatives are in place and monitorable, both at the local and international level

What you’ll Need to Succeed:

  • Experience in multi-channel Contact Center / BPO operations: demonstrated experience in scaling leadership roles 
  • Solid interpersonal skills and the confidence to deal with people at all levels
  • Experience managing a multi-channel environment (telephone, email, chat, social media) highly preferred
  • Experience in coaching and leadership of leaders
  • Strong verbal and written communication skills in English
  • Verbal and written communication skills in Vietnamese is a plus
  • Ability to work with very minimal guidance or supervision in a time critical environment.
  • Excellent listening skills, critical-thinker with attention to detail
  • Must be able to handle multiple projects and effectively manage different timelines
  • Assertive team player with high energy to work in fast-paced environment
  • Track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
  • Experience with operational experimentation will be a plus
  • Improving operational efficiency at scale is a plus

#RCSM #SDM #CUST #4 #Kualalumpur #Shanghai #Singapore #hongkong #bangkok #Sydney #losangeles #prague #copenhagen #berlin #budapest #bangalore #dubai

 

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.

 

 

Discover Bangkok

Agoda Careers - Bangkok Our operating headquarters are based in the Thai capital of Bangkok, where we employ over 2,000 people from around the globe. While it’s 30°C+ outside, Agodans don’t sweat, knowing they have the coolest jobs out there. If you’re successful at getting a role based in Bangkok, we’ll provide relocation support for you and your family to help you move and settle into your new environment. Read More

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