Customer Satisfaction & Incidents, Regional Customer Service Manager

Agoda

Kuala Lumpur, Malaysia
On-site
Customer satisfaction & incidents
Regional customer service manager
Bpo vendor relationship management
This is a unique leadership opportunity to manage Agoda's Customer Satisfaction & Incidents, Rocket Travel by Agoda (CSI RTA) team, our final tier of customer support and a critical line of defence for the business

Job Summary

  • This is a unique leadership opportunity to manage Agoda's Customer Satisfaction & Incidents, Rocket Travel by Agoda (CSI RTA) team, our final tier of customer support and a critical line of defence for the business.
  • Lead, mentor, and develop a team of specialized Team Managers, holding them accountable for team performance, team development, and the execution of their specific ownership pillars.
  • Drive the operational health and service delivery for our RTA partners, ensuring all contractual SLAs for response times, quality, and resolution are consistently met and improved on.

Matching Summary

This is a unique leadership opportunity to manage Agoda's Customer Satisfaction & Incidents, Rocket Travel by Agoda (CSI RTA) team, our final tier of customer support and a critical line of defence for the business.

Skills & Requirements

Must-have

  • Customer Satisfaction & Incidents
  • Regional Customer Service Manager
  • BPO vendor relationship management
  • Strategic partner escalations
  • Operational rigor
  • High-value partnerships

Nice-to-have

  • Commercially minded leader
  • Voice of the team
  • High-performance culture
  • Data-driven insights

Key Requirements

  • Leadership experience
  • Experience managing in-house teams
  • Experience managing BPO vendor relationships
  • Proven ability to resolve complex escalations
  • Ability to drive systemic improvements

Work Rights

Not specified

Tailored Resume

Cover Letter