Customer Support • Lead

Who you are

You have a proven track record in customer service management, ideally within the travel or hospitality industry. Your leadership skills shine as you guide a diverse team, ensuring they deliver exceptional service to customers. You are fluent in Mandarin and possess excellent communication skills, enabling you to connect with both your team and customers effectively. You thrive in dynamic environments and are adept at adapting to changing circumstances, always looking for ways to improve processes and enhance customer satisfaction.

You understand the importance of data and technology in driving customer service excellence. Your analytical mindset allows you to leverage insights to make informed decisions that benefit both the team and the customers. You are passionate about fostering a collaborative team culture, encouraging your team members to share ideas and innovate in their approach to customer support.

Desirable

Experience in a multilingual customer support environment is a plus, as is familiarity with travel booking systems. You are comfortable using various customer service tools and platforms, and you have a knack for identifying trends and areas for improvement within customer interactions.

What you'll do

As the Customer Service Team Manager for the Mandarin Team at Agoda, you will lead a dedicated group of customer support specialists. Your primary responsibility will be to ensure that your team provides outstanding service to customers, addressing inquiries and resolving issues efficiently. You will implement training programs to enhance your team's skills and knowledge, ensuring they are well-equipped to handle a variety of customer scenarios.

You will collaborate closely with other departments to streamline processes and improve the overall customer experience. By analyzing customer feedback and performance metrics, you will identify opportunities for improvement and implement strategies to enhance service delivery. Your role will also involve mentoring team members, fostering their professional growth, and creating a positive work environment that encourages collaboration and innovation.

In addition, you will be responsible for setting performance goals and monitoring your team's progress, providing regular feedback and support to help them achieve their targets. You will play a key role in developing and maintaining a customer-centric culture within the team, ensuring that every interaction reflects Agoda's values and commitment to excellence.

What we offer

Agoda offers a dynamic work environment where you can make a significant impact on customer experiences. You will have the opportunity to work with a diverse team and contribute to the company's mission of making travel accessible for everyone. We provide competitive compensation and benefits, along with opportunities for professional development and career advancement. Join us in shaping the future of travel and delivering exceptional service to our customers.