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고객상담 팀장 Korean Speaking Team Manager | Customer Support

Bangkok, Thailand

아고다® (www.agoda.com)는 빠르게 성장하는 온라인 호텔 예약 웹사이트로 전 세계 수십만여 개의 호텔 네트워크에 기초한 예약 서비스를 한국어 포함 38개 국어를 지원하여 운영합니다. Agoda.com을 운영하는 Agoda Company Pte. Ltd.는 온라인 여행 사업 전문가 2명에 의해 2005년에 설립되었으며, 2007년 전 세계 가장 규모가 큰 온라인 호텔 예약 서비스를 제공하는 프라이스라인 그룹에 의해 인수되었습니다. 프라이스라인 그룹은 나스닥 상장 기업으로 (Nasdaq:PCLN) S&P 500의 일부입니다.

Agoda.com is a leading Asia-based, online travel accommodation company that specializes in securing the best accommodations at the lowest prices for travelers. Agoda.com is part of Priceline.com (Nasdaq:PCLN). Agoda.com’s network includes more than 950,000 accommodations worldwide. The multinational staff of nearly 3,000 professionals, located throughout the world, provides a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals to both business and leisure travelers.

 Roles & Resonsibilities:

The team manager of operations will provide directions, instructions and guidance to the customer care specialists. Understand the team members’ strengths, weaknesses and motivations.

Act as a motivator and decision maker to ensure that the group is working efficiently and in unity. Passionate about leading a highly motivated, dynamic and efficient team of 40+ contact center specialists

Will drive a culture where achieving customer advocacy is central to everything we do.

Strong leadership skills coupled w/ a “can-do” and “extra-mile” attitude will determine your success

  • Provide real-time assistance to contact center specialists. This includes coaching, mentoring and setting up action plans when necessary
  • Conduct weekly team meetings; monthly 1:1 performance, mid and year-end reviews
  • Drive contact center specialists performance to meet customer expectations and company goals
    • Customer Satisfaction scores
    • Productivity
    • Reliability
    • Attrition Rate
    • Etc.
  • Keeping contact center specialists informed of any updates on procedures, memos, company directions, goals, etc
  • Handle all variations of call and email escalations
  • Ensure that the  following contact center metrics are consistently met:
    • Abandon rate %
    • Service Level Agreement %
    • Response Time
    • Etc
  • Independently identify, troubleshoot and resolve performance issues
  • Rapidly and efficiently resolve internal conflicts
  • Organize and plan long and short-term critical activities and processes
  • Travel to other business locations as the need arises

Qualifications

The ideal candidate will have:

  • Minimum of 5 years of experience leading 10+ customer service specialists
  • Experience in hotel/travel industry/contact center or call center
  • Ability to work well under pressure especially in a rapidly changing environment
  • Strong communication and analytical skills
  • Proven people management proficiency
  • Excellent verbal and written communication capabilities
  • The ability to motive others to give their very best
  • A passion for travel and hospitality
  • A strong desire to succeed

What we offer

  • Competitive salary
  • Young and dynamic multinational team
  • Possibility to travel
  • Career opportunity regarding lateral moves within Travel Operations teams and global locations as well as other departments within the company
  • Continuous learning & development through corporate training programs
  • Modern working environment in the heart of the city 

 We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.