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Customer Experience Team Manager - Indonesian

Bangkok, Thailand

Agoda.com is a leading Asia-based, online travel accommodation company specializing in securing the best accommodations at the lowest prices for global travelers. Agoda.com is part of Booking Holdings (Nasdaq:BKNG). Our network includes more than 1,000,000 accommodations worldwide. The multinational staff of nearly 3,500 professionals, located throughout the world, provides a first-rate customer service experience in 38 languages combining local knowledge and local connections to provide the best deals to both business and leisure travelers.

Roles & Responsibilities:                                                                                                          

  • Providing leadership to support our growing Indonesian contact centre team.
  • Coaching, mentoring and setting up action plans to support key contact center metrics.
  • Focusing on the core-opportunity, namely, providing resolution for any and all customer service touchpoints across multiple communication channels.
  • Strong communication skills coupled with the ability to influence others by conducting team meetings, completing appraisals and evaluating performance trends both at the individual and group level.
  • Identifying scalable best practices, sharing insights and working as a unit to further the business.
  • Passionate about testing an idea, measuring the success and implementing across multi-lingual units.
  • Leveraging data to make factual decisions or to influence process improvement opportunities.
  • Hiring and developing stars

The ideal candidate will have:

  • 3+ years of contact center work experience
  • 1 year experience in supervisory or managerial level
  • Excellent verbal and written English skills and be a Native Indonesian
  • Proficient in MS office and call center equipment/software programs
  • Strong analytical/presentation skills
  • Able to thrive under pressure, and have experience handling the most critical of customer escalations with calm and respect
  • The ability to motive others to give their very best with proven track record of this skills
  • A desire to help others work towards targets and develop their skills
  • Possess excellent time management and multi-tasking skills
  • Able to build solid and respectful relationships with partners and other stakeholders
  • A passion for travel and hospitality
  • A strong desire to succeed

Preferred Qualifications

  • Have knowledge and experience with Genesys system

 What we offer

  • Relocation support and competitive salary
  • Young and dynamic multinational team
  • Career opportunity
  • Continuous learning & development
  • Modern working environment in the heart of one of the most exciting cities in the world.